Vilcom Networks Limited is a telecommunications company headquartered in Nairobi, Kenya. Our mission is to deliver best-of-class communication services to our customers through fast and affordable internet access and reliable network operationKEY RESPONSIBILITIES Proactively engage and retain customers Identify at-risk clients & implement retention strategies Follow up on issues and ensure resolution Support onboarding and ongoing customer engagement REQUIREMENTS & SKILLS CORE FUNCTIONS Bachelor's Degree (Business, IT, Telecom or related) At least 2 years in customer service/retention Support across Vilcom services Monitor churn & customer satisfaction Coordinate with SOC & technical teams for issue resolution Ensure consistent customer communication & experience Knowledge of CRM, ISP services & customer lifecycle Strong communication & problem-solving skills