Door-to-Door Customer Retention

Job Description

About the Company

Dish Media Network Limited (DishHome) is one of Nepal's leading digital service providers, delivering television, broadband internet, and digital connectivity solutions to millions of customers across the country. Through its diverse portfolio of services and extensive nationwide network, DishHome continues to drive innovation and enhance the digital experience of households and businesses throughout Nepal.

As a fast-growing and customer-focused organization, DishHome is committed to excellence, innovation, and continuous improvement. We offer a dynamic work environment where talented individuals are empowered to learn, grow, and make meaningful contributions while building rewarding careers in the rapidly evolving telecommunications and digital services industry.

Job Summary

We are looking for a motivated and customer-focused Jr. Customer Service Representative, D2D Customer Retention, to join our ISP Customer Retention Team. The role is responsible for both outbound calling and Door-to-Door (D2D) field visits to customers who are planning to discontinue their internet service understanding their concerns, resolving service-related issues where possible, and providing suitable offers or solutions to retain them as active customers. The ideal candidate should have excellent communication and convincing skills, a positive attitude, willingness to travel within an assigned territory, and the ability to handle customer objections professionally while working toward daily and monthly retention targets.

Key Responsibilities

1.     Call & Case Handling

• Make outbound calls to churn-risk and cancellation-intended customers for retention follow-up.
• Identify customer concerns and understand the reason for churn/non-renewal.
• Convince and motivate customers to continue/renew ISP services.
• Explain approved retention offers, packages, discounts, and service solutions.
• Handle customer objections, complaints, and dissatisfaction professionally.
• Coordinate with relevant teams to resolve technical, billing, and service-related issues.
• Conduct timely callback and follow-up until the customer decision is confirmed.
• Update CRM/customer records, call outcomes, and retention status accurately.
• Achieve assigned daily call, follow-up, and monthly retention targets.
• Escalate unresolved or exceptional cases to the Team Leader/Supervisor.
• Maintain basic daily performance reports and follow company retention policies and procedures.

2.     Door-to-Door (D2D) Field Responsibilities

• Conduct scheduled D2D visits to high-risk, high-value, or priority churn cases within the assigned territory/route.
• Plan and follow an efficient daily visit route to cover the maximum number of assigned addresses within working hours.
• Carry and present a valid company ID card and authorization letter/visit list at every customer visit.
• Conduct on-site diagnosis of basic service issues (signal, ONT/router status, cabling) and coordinate with technical teams for same-visit resolution where possible.
• Present retention offers, packages, and discounts face-to-face and close the retention or renewal on the spot where authorized.
• Collect and record customer feedback, competitor offers, and reasons for discontinuation directly from the field.
• Capture visit proof (photo, customer signature, or app-based check-in) as per company field protocol.
• Report daily visit outcomes, GPS/route coverage, and conversion results to the Team Leader/Supervisor.
• Ensure customer safety, privacy, and company code-of-conduct standards are followed during every household/premise visit.
• Escalate safety concerns, inaccessible addresses, or high-risk situations immediately to the Supervisor.
• Coordinate with the call team to hand off cases that require a field visit, and vice versa, for continuity of the customer record.

3.     Field Work Requirements (D2D)

• Willingness to travel daily within an assigned territory/zone for field visits.
• Valid driving license and own two-wheeler preferred (or ability to use company-arranged transport).
• Daily D2D visit target in addition to call targets, as assigned by the Team Leader.
• Basic smartphone proficiency to use field/CRM apps, capture visit proof, and check in/out of routes.
• Physical fitness and willingness to work outdoors in varied weather conditions.
• Adherence to company field safety protocol, dress code, and ID display requirements at all times.
• Familiarity with assigned coverage area (localities, landmarks) is an advantage.

Required Qualifications & Experience

• Minimum +2 / Intermediate or equivalent qualification.
• Freshers are encouraged to apply; experience in ISP, Call Center, Customer Service, Sales, Retention, or Field Sales will be an advantage.
• Excellent verbal communication and interpersonal skills.
• Strong convincing, negotiation, and objection-handling skills.
• Customer-focused and positive attitude.
• Ability to remain calm and professional while handling dissatisfied customers, including face-to-face.
• Ability to work under pressure and meet daily/monthly call and field targets.
• Basic to intermediate knowledge of MS 365.
• Good typing and computer operating skills.
• Ability to understand customer problems and provide appropriate solutions, both by phone and in person.
• Willingness to work in a flexible shift and field environment.

Application Procedure

Interested candidates are requested to submit their application through the Company's LinkedIn page or the Career Portal at https://career.dishhome.com.np/ before [Deadline Date].

Only shortlisted candidates will be contacted for further selection processes.