About the Role:

We are currently seeking skilled Retention Agents to join our client's established call center in Dubai. This critical role focuses on maintaining customer relationships and reducing churn through exceptional service and persuasive communication. Successful candidates will play a vital role in preserving business revenue while enhancing customer satisfaction metrics.

Primary Responsibilities:

As a Retention Agent, you will engage with existing customers to understand their concerns, negotiate solutions, and prevent service cancellations. Your daily tasks will involve analyzing customer accounts, identifying retention opportunities, and implementing customized retention strategies. You will be expected to maintain detailed interaction records while adhering to strict quality assurance guidelines.

Candidate Requirements:

The ideal applicant will possess at least one year of experience in customer retention, telemarketing, or account management within the UAE call center industry. Fluency in English is mandatory, with preference given to candidates demonstrating proficiency in additional languages commonly spoken in the UAE market.

Essential Skills:

We require professionals with outstanding active listening abilities and proven conflict resolution techniques. The position demands emotional intelligence to handle difficult conversations, coupled with the creativity to develop win-win solutions that satisfy both customers and business objectives.

Technical Competencies:

Applicants should be comfortable navigating CRM systems and have experience working with call center dialer technology. Familiarity with retention analytics and the ability to interpret customer data to inform retention strategies will be considered strong advantages.

Performance Expectations:

Retention Agents will be evaluated based on key metrics including retention rate, call quality scores, and customer satisfaction ratings. The role requires meeting monthly retention targets while maintaining professional standards in all customer interactions.

Compensation Package:

The position offers a competitive salary with performance-based incentives, comprehensive health insurance, and opportunities for career advancement within the customer experience domain.

Application Process:

Qualified candidates are invited to submit their updated resumes to s.gangadharan@sundusglobal.com. Please ensure your application highlights specific retention achievements and relevant call center experience.

Note: Only candidates meeting the specified requirements will be contacted for interviews.

About Us

Sundus is a leading global HR solutions provider with over 25 years of experience. The company is 100% Emirati-owned and managed, with a highly diversified international team that has extensive experience in human resource management. Sundus offers a comprehensive range of services that include HR outsourcing and advisory and consulting services. Sundus is fully compliant with labor and immigration departments and holds licensed "On Demand Labor Supply (ODLS)" and Executive Search and Manpower Supply services in the Emirates of Abu Dhabi and Dubai, providing pan-UAE outreach. The company is also certified by the International Organization for Standardization, enabling it to have an integrated Quality, Health, Safety, and Environment Management (QHSE). With Sundus, businesses can rest assured that they will receive personalized and professional services.