Retention Agent (Spanish Speaker)

About the role

WUDUH is seeking a Spanish‑speaking Retention Agent to help reduce client churn and boost engagement. You will work closely with internal teams to identify at‑risk customers, address their concerns, and deliver tailored solutions that encourage renewal and loyalty.

Key responsibilities

• Proactively contact at‑risk or expiring‑contract clients to assess needs and remove renewal barriers.
• Support retention campaigns and maintain a customer‑first approach to foster loyalty.
• Uphold communication standards, monitor quality‑control scores, and apply feedback to improve service.
• Meet or exceed KPIs such as Retention Success Rate, PTL, and schedule conformance.
• Build long‑term client relationships through personalized follow‑ups and cross‑functional collaboration.
• Analyze and resolve complaints quickly, escalating complex issues when necessary.
• Assist with inquiries, document requests, and contribute to process improvements.

Required profile

• Diploma in Business Administration, Finance, or a related field (Bachelor’s degree is a plus).
• 1‑2 years of experience in customer service or retention.
• Customer‑first mindset with proactive problem‑solving abilities.
• Strong verbal communication skills in Spanish and English.

Required skills