We are seeking a proactive and results-oriented Customer Retention Agent to join our team in Erbil. This is a full-time position focused on enhancing customer loyalty and minimizing subscriber turnover.

Key Responsibilities

• Proactive Engagement: Conduct outreach to new subscribers to ensure a high-quality onboarding experience and address initial inquiries.

• Customer Recovery: Reach out to inactive users to identify root causes of service disruption and provide immediate solutions.

• Win-Back Operations: Communicate effectively with former subscribers, using negotiation skills and incentives to encourage their return to the network.

• Data Management: Maintain accurate records of all interactions within the CRM system and apply business rules for promotional offers.

Requirements

• Experience: Minimum of 1 year in a call center, customer service, or sales environment (Experience in Telesales or Retention is highly preferred).

• Languages: Native-level fluency in Kurdish and Arabic is mandatory. Proficiency in English is a significant advantage.

• Negotiation Skills: Strong ability to handle objections, persuade customers, and close "win-back" opportunities.

• Soft Skills: Excellent active listening skills and high emotional intelligence to de-escalate frustrated users and maintain a positive brand image.

• Technical Proficiency: High attention to detail when operating systems and logging data.

To facilitate the review process, candidates should ensure their CVs are prepared in accordance with the provided guidelines before submission.