Retention Officer

M-Gas Kenya is an energy and utilities company founded in 2015.

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.

1. Conduct outbound calls to non-cooking customers (15-30 days) to ensure successful onboarding, first use, and confidence in cooking.
2. Call customers who have not cooked for 20 days up to 6 months to identify barriers, re-educate, and drive reactivation.
3. Engage customers with declining or irregular consumption patterns to prevent churn into long-term non-cooking status.
4. Use approved retention scripts to guide conversations toward commitment, resolution, and next action (top-up, education, service request).
5. Accurately diagnose customer challenges (technical, behavioral, affordability, safety, or usability).
6. Log and escalate customer issues to the relevant teams (Growth & Retention, Ops, CX) in line with Customer Service SLAs.
7. Proactively track issues through to closure, ensuring feedback is provided to the customer.
8. Re-contact customers post-resolution to confirm return to cooking behavior.
9. Accurately record call outcomes, customer feedback, commitments, and next steps in the CRM.
10. Close assigned retention tasks within defined SLAs.
11. Provide depot-level insights on key churn drivers, early warning signals, and repeat issues.
12. Report any suspected fraud or irregularities affecting the company, including those involving staff, agents, or third parties.
13. Strict adherence to HSSE policies, ensuring all customer guidance promotes safe LPG usage.
14. Perform any other duties as assigned by Management from time to time.

1. Integrity, Honesty, Commitment to Company goals
2. Individual initiative good communication skills on the telephone and in-person
3. Friendly and helpful interpersonal style
4. Ability to stay calm when customers are stressed or upset.
5. Attention to detail.
6. Fluent in English and Kiswahili
7. Experience working in Sales and Customer Acquisition and customer support, with at least 2 years in a sales and customer service role.
8. Form 4 Certificate, Sales qualification, College education.