Specialist, Commercial Retention and Base

Time Type

Regular

Position Summary

In accordance with established procedures, policies, and available tools, the Retention & Base Specialist is responsible for handling inbound and outbound customer interactions in a timely and professional manner. This role focuses on maintaining and growing the existing customer base by resolving inquiries, performing account modifications, and handling requests to downgrade or disconnect services.

The mandate is to maximize retention and revenue opportunities through strong negotiation and sales skills, ensuring an optimal level of quality customer service. The incumbent must be flexible, balancing multiple tasks—including billing resolution, D2D fulfillment, and save opportunities—while consistently meeting KPI targets. As business needs require, the specialist may be cross‑trained to provide backup for other sales or billing teams.

Key Responsibilities

• Handle requests to downgrade o...