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Do you want to make a difference in people’s lives? We are looking for a Retention Agent (English Speaker) to join our growing team!
Who We Are
WUDUH is the Jordanian operations hub servicing a U.S.-based company specializing in financial settlement solutions. At the heart of our work, we help people manage and navigate their financial future with confidence.
Beyond our work, we are passionate about nurturing talent and promoting a culture of innovation, creativity, and endless possibilities. If you are looking for a place to develop your skills and make a real impact, WUDUH is where you can grow and succeed.
Job Objectives
The Retention Agent is responsible for engaging with clients who express a desire to cancel their enrollment in the program. The role involves investigating the true source of dissatisfaction, offering rebuttals when appropriate, and re-selling the value of the program. By combining active listening, persuasive communication, and follow-up strategies, the Retention Agent supports client satisfaction and long-term program commitment
Responsibilities And Duties
- Client Retention & Objection Handling:
- Accept inbound transfer calls and make outbound calls to clients requesting cancellation.
- Explore and identify the root cause of client dissatisfaction beyond the initial complaint.
- Offer rebuttals and solutions where appropriate to retain clients.
- Re-sell the value of the program and correct any client misunderstandings.
- Program Knowledge & Support:
- Answer program-related questions and provide accurate information.
- Clarify terms, correct misconceptions, and reinforce the benefits of program participation.
- Display thorough knowledge of debt settlement processes and client expectations.
- Follow-up & Performance Tracking:
- Complete necessary paperwork and system updates for clients who agree to stay enrolled.
- Track retention success metrics and report on performance.
- Conduct follow-up calls to ensure client satisfaction and reinforce retention.
Qualifications
- Diploma in Business Administration, Finance, or a related field
- Bachelor’s degree in Business Administration, Finance, or a related field is a plus.
Years Of Experience
1–2 years in client retention, sales, or customer support roles, preferably in a call center environment.
Competencies / Behavioral Requirements
- Strong communication and persuasion skills.
- Excellent attention to detail and follow-up.
- Proactive mindset with a high degree of independence.
- Professional, confident, and positive demeanor.
- Enthusiastic personality with a focus on customer care.
- Comfortable working in a fast-paced, high-energy environment.
Technical Requirements
- Proficiency in MS Office (Excel, Word, Outlook).
- Familiarity with consumer credit, collections, or debt settlement programs is a plus.
- Ability to type at least 35 WPM with 90% accuracy.
- CRM or call center software experience preferred.
What We Offer
- Comprehensive health insurance
- Competitive compensation package
- Prime central location
- Discounts on food, beverages, and wellness services
- Continuous learning and development opportunities
- A dynamic, inclusive, and supportive work environment
- A workplace led by Gen Z and Millennials
Employment Type
- Full-time
- On-site
Working Days
- Monday to Friday: Night Shift
- 6th day: Based on need, managed fairly based on priorities and urgency
Ready to make your mark?
Apply now for a career that merges your talents with innovation. At WUDUH, your journey to a fulfilling career is just a click away!
Learn more at wuduh.zenats.com
Students and fresh graduates are encouraged to apply.
Eligibility is limited to Jordanian nationals and individuals born to Jordanian mothers.
Stay connected
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Wuduh is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees — regardless of gender, race, religion, or disability.