Important notes:

1. High fluency in English with excellent accent is a MUST (Speaking, Reading, Listening), don't apply if you don't have this skill.
2. Night shifts:

Shift 1: 4PM to 1AM Amman Time (United States schedule: 6AM-3PM Pacific Standard Time)

Shift 2: 7PM to 4AM Amman Time (United States schedule: 9AM-6PM Pacific Standard Time)

Job Overview:

As a Retention Specialist at Fone Fluent, You will be instrumental in maintaining and enhancing our customer relationships.

Your role will involve implementing strategies to ensure customer satisfaction and loyalty, addressing concerns promptly, and providing exceptional service.

You will work closely with other departments to address customer feedback and drive improvements in our service offerings.

Key Responsibilities:

• Customer Engagement: Develop and maintain strong relationships with existing customers through proactive outreach and personalized communication.

• Retention Strategies: Design and implement effective retention strategies tailored to various customer segments. Analyze retention metrics and customer feedback to refine approaches and enhance the customer experience.

• Issue Resolution: Address and resolve customer concerns and complaints with a focus on providing satisfactory solutions and ensuring customer retention.

• Collaboration: Work closely with customer service, negotiators, and sales to ensure a unified approach to customer satisfaction and retention.

• Education and Training: Stay up-to-date with industry trends and best practices. Participate in training programs to enhance your skills and knowledge.

Qualities and Qualifications:

• Strong, Forward Personality: Demonstrated ability to engage confidently with customers, assertively address issues, and provide clear and persuasive communication.

• Capacity for knowledge and quick-learning: Ability to rapidly understand and adapt to the complex nature of retention strategies and company-specific protocols.

• Experience: Prior experience in customer service, sales, or a retention-focused role is preferred. Experience in Debt settlement/Relief & Debt Management Companies is a plus.

• Demographics: Female candidates are preferred, although all qualified individuals are encouraged to apply.

Skills:

• Excellent verbal and written communication skills in English (Spanish is a plus).
• Strong problem-solving abilities and attention to detail.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work independently and as part of a team.
• Empathy and patience when dealing with customer concerns.

Company Benefits:

• Basic salary JOD 815 + Commissions
• Brand new office space located in a prime area in Amman.
• Social Security.
• Medical insurance.
• Great company culture.
• Full training and support provided.
• Room for upper management growth