Retention Agent – English Speaking

About the role

We are seeking an English‑speaking Retention Agent to join our Jordanian hub supporting a U.S. financial settlement company. You will engage clients who wish to cancel their enrollment, uncover the root causes of dissatisfaction, and persuade them to stay.

Key responsibilities

• Handle inbound calls and make outbound calls to clients requesting cancellation.
• Identify and address the underlying reasons for client dissatisfaction.
• Provide rebuttals, solutions, and re‑sell the program’s value.
• Answer program‑related questions, clarify terms, and correct misconceptions.
• Complete paperwork, update systems, and track retention metrics.
• Conduct follow‑up calls to ensure ongoing client satisfaction.

Required profile

• Diploma in Business Administration, Finance or related field (Bachelor’s degree a plus).
• 1–2 years of experience in client retention, sales or customer support, preferably in a call‑center.
• Strong communication, persuasion and attention‑to‑detail.
• Proactive, independent and comfortable in a fast‑paced environment.

Required skills

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• CRM software (experience preferred)
• Call center software
• Typing speed of at least 35 WPM with 90 % accuracy

What we offer

• Comprehensive health insurance
• Competitive compensation package
• Prime central location
• Discounts on food and beverage