At Imagine, now proudly part of Team Telecom, we're on a mission to revolutionise broadband across rural Ireland—connecting communities and powering businesses with high-speed, future-proof internet. Backed by significant investment and the strength of one of the most driven and capable teams in the industry, we’re entering a new era of ambitious growth.
We're a group of people who lead with integrity, communicate with clarity, and work with a relentless focus on results. We back each other, challenge each other, and succeed together. At Imagine, you'll join a culture that values customer first thinking, decisiveness with discipline, zero tolerance for toxicity, and a deep commitment to honesty, integrity, and professional excellence. We believe in stretching ourselves, growing every day, and showing up for each other—because trust isn’t just a word here, it’s how we operate.
We’re not just delivering broadband—we’re creating something bigger: a business with purpose, people with pride, and a team that succeeds together.
About the Role
We’re on a mission to build one of the best customer retention teams in the broadband industry — and we’re just getting started. With thousands of customers across Ireland, we believe that every interaction is an opportunity to build trust, deliver value, and turn a frustrated customer into a lifelong advocate.
As a Customer Retention & Win-Back Agent, you’ll be joining a newly re-energised team with big ambitions. This isn’t just another call centre role — it’s your opportunity to be part of something ambitious, impactful, and built for long-term success — for both our customers and your career. You’ll have the tools, coaching, and autonomy to truly make a difference in people’s lives and grow your career.
If you’re passionate about people, driven by results, and excited to be part of a high-performing team that’s setting new standards in customer care — this is your calling.
What you’ll be doing:
· Engage with At-Risk Customers: Speak with at-risk customers to understand their concerns, solve their problems, and offer personalised solutions that make them want to stay.
· Win-Back Campaigns: Reach out to former customers with compelling, tailored win-back offers that reignite their trust in our service.
· Deliver Value, Always: Upsell or tailor plans and upgrades that meet customer needs and deliver real benefits — no hard selling, just smart solutions.
· Problem Solving: Collaborate with technical support and billing to quickly resolve customer issues and turn negative experiences into positive outcomes.
· Customer Feedback: Collect insights and feedback from customers to inform improvements in retention strategy and service delivery.
· Collaborate & Elevate: Work closely with your teammates and manager to refine messaging, sharpen strategy, and celebrate shared wins.
· Target Achievement: Meet and exceed daily, weekly, and monthly retention and win-back KPIs.
Why You’re the one for this Job:
You are:
· Customer-Obsessed: You genuinely want to help people and improve their experience
· A Natural Persuader: You know how to communicate with empathy, logic, and confidence
· Growth-Minded: You crave feedback, welcome learning, and want to move up fast
· Positive & Proactive: You bring energy to your team and never wait to be told what needs doing
· Team-Oriented: You share your wins, lift others up, and believe in building success together
Your Soft Skills:
· Persuasive Communicator: You can confidently explain value and solutions in a way that builds trust.
· Customer-First Attitude: You’re driven by the desire to help people and improve their experience.
· Resilient & Positive: You stay upbeat under pressure and handle challenging conversations with professionalism.
· Team Player: You’re collaborative, coachable, and eager to grow.
· Results-Driven: You take pride in meeting targets and contributing to the team’s success.
Your Experience:
· You have 1–3 years’ experience in a customer-facing, sales, or retention-based role (call centre or telecoms experience preferred)
· You have a proven ability to engage customers, handle objections, and turn conversations into conversions
· Strong communication and active listening skills
· Comfortable working with targets and performance metrics
· Experience using CRM systems or similar sales/customer support software
· Goal-oriented and resilient — you bounce back stronger from every “no”
Why Join Imagine?
· Career Growth: This team is scaling fast — and high performers will have opportunities to lead, mentor, and move up quickly
· Training: Get expert coaching, sales training, and access to upskilling opportunities that accelerate your development
· Purpose & Impact: See the direct results of your work in reduced churn, returning customers, and real customer satisfaction
· Culture of Excellence: Join a team that’s raising the bar and challenging the status quo
· Performance-Based Rewards: Enjoy a competitive base salary, uncapped commission, and recognition for your achievements
Be the reason our customers stay. Apply now to join the team that’s changing how Ireland experiences broadband.
Job Type: Full-time, Permanent, Onsite
Salary: €28,860 + Uncapped commission
Benefits:
- A full-time permanent position with ongoing training and support.
- Bike to Work Scheme
- PRSA
- Employee Assistance Scheme
- Rewards & recognition
- In Office Snacks & refreshment
- Refer a Friend Scheme
Everyone belongs at Imagine
Our aim is to build a diverse and inclusive movement: teams of brilliant people, with unique talents, skills, passions, and experiences. We encourage everyone to join us, whatever your gender identity, race, ethnicity, sexual orientation, age, life experience, or background. So please come as you are – we can’t wait to meet you.
It would be fantastic if you’re the perfect fit but if you think you have most of what we’re looking for but not everything, go ahead and apply! We’d love to talk to you!
Job Types: Full-time, Permanent
Pay: From €28,860.00 per year
Additional pay:
- Commission pay
Benefits:
- Additional leave
- Bike to work scheme
- Company events
- Employee assistance program
- On-site parking
- Sick pay
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- No weekends
Ability to commute/relocate:
- DUBLIN 16, County Dublin: reliably commute or plan to relocate before starting work (required)
Language:
- English (required)
Work authorisation:
- Ireland (required)
Work Location: In person
Application deadline: 31/05/2025