M-Gas Retention Officer Jobs in Kenya



M-Gas Retention Officer Jobs in Kenya; 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 and confidence in cooking.

  • Call customers inactive for 20 days to 6 months to identify barriers, re‑educate, and drive reactivation.

  • Engage customers with declining or irregular consumption patterns to prevent churn.

  • Use approved retention scripts to guide conversations toward resolution and next action.

    Issue Resolution & Follow‑Up

  • Diagnose customer challenges (technical, behavioral, affordability, safety, usability).

  • Log and escalate issues to relevant teams per Customer Service SLAs.

  • Track issues through closure and provide feedback to customers.

  • Re‑contact customers post‑resolution to confirm return to cooking behavior.

    Data Capture & Reporting

  • Record call outcomes, feedback, commitments, and next steps in CRM.

  • Close assigned retention tasks within defined SLAs.

  • Provide depot‑level insights on churn drivers and early warning signals.

    Operational & Compliance Responsibilities

  • Report suspected fraud or irregularities involving staff, agents, or third parties.

  • Adhere to HSSE policies and promote safe LPG usage.

  • Perform other duties as assigned by management.

    Requirements

    Key Competencies

  • Integrity, honesty, and commitment to company goals.

  • Initiative and strong communication skills (telephone and in‑person).

  • Friendly and helpful interpersonal style.

  • Ability to remain calm under pressure.

  • Attention to detail.

  • Fluent in English and Kiswahili.

    Experience

  • Experience in sales, customer acquisition, and customer support.

    Education

  • Form 4 Certificate, sales qualification, or college education.

  • Minimum of 2 years’ experience in sales and customer service roles.


    How to apply

    For more information and job application details, see; M-Gas Retention Officer Jobs in Kenya

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