# Retention Officer Job M-Gas Nairobi, Kenya

Canonical URL: https://primejobalerts.com/jobs/retention-officer-job-m-gas-nairobi-kenya

Company: M-Gas, Nairobi, Kenya

Category: Administration & Office Support

Location: Kenya

Work type: Full-time

Work arrangement: On-site

Published: 2026-08-06

Expires: 2026-09-20

## Job Description

Job Summary

- To proactively retain and reactivate customers by conducting timely outbound engagement with non-cooking customers (15–30 days post-installation) and Inactive customers who stop cooking after 30 days up to 6 months. The role ensures difficult customers are flagged early, barriers to cooking are resolved quickly, and customers remain within company-defined consumption and retention targets.

### Job Details

Customer Retention & Engagement

- Conduct outbound calls to non-cooking customers (15-30 days) to ensure successful onboarding, first use, and confidence in cooking.

- Call customers who have not cooked for 20 days up to 6 months to identify barriers, re-educate, and drive reactivation.

- Engage customers with declining or irregular consumption patterns to prevent churn into long-term non-cooking status.

- Use approved retention scripts to guide conversations toward commitment, resolution, and next action (top-up, education, service request).

Issue Resolution & Follow-Up

- Accurately diagnose customer challenges (technical, behavioral, affordability, safety, or usability).

- Log and escalate customer issues to the relevant teams (Growth & Retention, Ops, CX) in line with Customer Service SLAs.

- Proactively track issues through to closure, ensuring feedback is provided to the customer.

- Re-contact customers post-resolution to confirm return to cooking behavior.

Data Capture & Reporting

- Accurately record call outcomes, customer feedback, commitments, and next steps in the CRM.

- Close assigned retention tasks within defined SLAs.

- Provide depot-level insights on key churn drivers, early warning signals, and repeat issues. 

Operational & Compliance Responsibilities

- Report any suspected fraud or irregularities affecting the company, including those involving staff, agents, or third parties.

- Strict adherence to HSSE policies, ensuring all customer guidance promotes safe LPG usage.

- Perform any other duties as assigned by Management from time to time.

Requirements

### Key Competencies

- Integrity, Honesty, Commitment to Company goals

- Individual initiative good communication skills on the telephone and in-person

- Friendly and helpful interpersonal style

- Ability to stay calm when customers are stressed or upset.

- Attention to detail.

- Fluent in English and Kiswahili

### Experience

- Experience working in Sales and Customer Acquisition and customer support.

### Education

- Form 4 Certificate, Sales qualification, College education and at least 2 years working in sales and customer service role

### How to Apply

Click Here to Apply

## Apply

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