Retention Agent B2/C1|Grads|19k

Company Description TP Group, formerly known as Teleperformance, is a global leader in digital business services with nearly 47 years of industry experience. In response to the AI era, TP has transformed to become sharper, more modern, and more empathetic while maintaining its strong commitment to service excellence. The company combines intelligent technology with human-centered support to help clients deliver outstanding customer experiences. TP focuses on being future-proof, offering stable career opportunities and professional growth in a dynamic, innovative environment. Team members join a diverse, international organization that values adaptability, collaboration, and continuous improvement.

Role Description As a Retention Agent (B2/C1 | Grads | 19k) at TP, you will work full time on-site in New Cairo, supporting customers and encouraging long-term loyalty. You will handle inbound and outbound interactions, respond to customer inquiries, and address concerns with a focus on retaining existing clients. On a typical day, you will follow up on accounts at risk of cancellation, explain service benefits, provide tailored solutions, and document all interactions accurately in internal systems. You will collaborate with your team and supervisors, follow defined processes, and meet retention and quality targets while maintaining a professional, customer-centric attitude. The role offers structured training, performance-based development, and a supportive environment to build your career in customer service and retention.

Qualifications

• Strong customer service and client retention abilities, including active listening, problem-solving, and relationship-building skills.
• Excellent communication skills in English at B2/C1 level, with clear spoken and written language and a professional, empathetic tone.
• Comfort with using computer systems, CRM tools, and basic digital platforms to manage customer data and follow up on cases.
• Ability to work full time on-site in New Cairo, demonstrating reliability, time management, and readiness to work in rotating shifts if needed.
• Recent graduates or candidates with equivalent education; prior experience in call centers, customer support, or sales/retention is an advantage.
• Resilience under pressure, willingness to learn, coachability, and a commitment to meeting performance and quality standards.
• Eligibility to work in Egypt and openness to a gender-neutral, inclusive, and non-discriminatory workplace culture.