Company Description Teleperformance Global Services is part of the wider Teleperformance network, a global leader in outsourced customer experience management. The company operates from multiple locations, including a presence in Kolkata, West Bengal, India, and supports clients across various industries. Teleperformance focuses on delivering high-quality customer support, technical assistance, and retention services. Team members benefit from structured training, performance-based growth opportunities, and exposure to international standards in customer experience. The organization values professionalism, integrity, and a strong commitment to client and customer satisfaction.
Role Description The Retention Agent C1 | Grads | Launching Account role is a full-time, on-site position based in New Cairo. In this role, the agent handles inbound and outbound customer interactions, focusing on maintaining and strengthening customer relationships and reducing churn. Daily tasks include understanding customer needs, addressing concerns, offering appropriate solutions or alternatives, and clearly explaining product or service benefits to encourage continued engagement. The agent documents all interactions accurately in the system, follows established scripts and retention procedures, and collaborates with team leaders to meet retention and quality targets. This position also involves participating in training sessions, providing feedback on customer issues, and consistently adhering to company policies and service standards.
Qualifications

Strong customer service and relationship management skills, with the ability to handle retention conversations professionally and empathetically. Excellent communication skills in English (spoken and written), with clear articulation and active listening abilities. Good problem-solving and negotiation skills, including the capacity to identify customer needs and propose suitable solutions. Basic computer literacy and ability to work with CRM systems, call center tools, and standard office applications. Bachelor’s degree or equivalent education level, preferably in business, communications, or a related field. Ability to work on-site in New Cairo, adapt to shift-based schedules, and perform effectively in a fast-paced environment. Previous experience in customer support, sales, or retention roles in a contact center environment is an advantage. Commitment to confidentiality, adherence to company policies, and a strong focus on achieving performance and quality metrics.