Retention Agent

Description

The retention agent is managing communication channels, and supporting business growth through data-driven engagement. This role focuses on analyzing client behavior in Power BI, conducting outreach across multiple communication platforms, and contributing to VIP program management.

Responsibilities

Review and analyze failed deposits using Power BI to identify issues and follow up with relevant departments or clients.
Extract and segment clients in Power BI based on: Recent wins, Recent losses, Deposit levels and progress toward VIP qualification.
Track clients approaching VIP status and record them accurately in Excel or Power BI dashboards.
Manage incoming messages and inquiries through Telegram, Email, and WhatsApp, ensuring timely and professional responses.
Conduct welcome calls for new clients to orient them, introduce available services, and build rapport.
Send personalized follow-up emails and messages to encourage ongoing client activity, including tailored messages for those who won or lost.
Verify and update the list of VIP clients based on deposit and activity criteria.
Maintain an up-to-date VIP Excel sheet and ensure accurate reporting in Power BI.

Requirements

Client Activity Monitoring & Data Analysis
Client Engagement & Communication
VIP Program Support

Benefits

Appreciation gifts (birthday, wedding, newborn, etc.)
Up to 20/26 vacation days
6 undocumented sick leaves
Medical insurance
Sport card coverage (Multisport)
Breakfast & snacks in the office
Team events
Great office location

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