Junior Customer Service Representative – D2D Retention

About the role

We are seeking a motivated Junior Customer Service Representative to join our D2D Customer Retention team. The role focuses on outbound calls and door‑to‑door visits to persuade customers who intend to cancel their internet service to stay with us.

Key responsibilities

• Make outbound calls to churn‑risk customers and identify reasons for churn.
• Convince customers to continue or renew ISP services by presenting approved retention offers, packages, and discounts.
• Handle objections and complaints professionally and coordinate with technical or billing teams to resolve issues.
• Conduct scheduled door‑to‑door visits within the assigned territory to understand customer concerns face‑to‑face.
• Perform basic on‑site checks of service‑related issues and liaise with technical teams when needed.
• Present and close approved retention offers during visits where authorized.
• Maintain accurate CRM records and follow up with customers as required.
• Meet daily and monthly targets for calls, visits, and successful retentions.

Required profile

• Minimum +2 / Intermediate qualification; freshers are welcome.
• Experience in ISP, call centre, sales, retention or field sales is an advantage.
• Excellent verbal communication, convincing, negotiation and objection‑handling abilities.
• Customer‑focused attitude and professionalism.
• Willingness to travel daily within the assigned territory and work outdoors.
• Valid driving licence and own two‑wheeler preferred.
• Ability to work under pressure and achieve targets.

Required skills

• Basic to intermediate knowledge of MS 365.
• Familiarity with CRM or field‑service applications.