Retention Specialist – Customer Service & Upselling

About the role

We are seeking confident, customer‑focused individuals to join our team as Retention & Upselling Agents. The role combines customer service with sales and retention, allowing you to strengthen communication, negotiation and sales skills while helping customers find solutions that meet their needs.

Key responsibilities

• Provide professional and engaging customer service while handling inquiries and concerns.
• Identify customer needs and recommend relevant products, services, upgrades, or additional features.
• Use effective upselling and cross‑selling techniques to maximize sales opportunities.
• Handle customers considering cancellation and apply retention and objection‑handling techniques to preserve the relationship.
• Clearly communicate product features, benefits, pricing, and available offers.
• Build rapport with customers and tailor conversations based on individual needs.
• Meet or exceed established sales, retention, quality, attendance, and productivity targets.
• Accurately document customer interactions and account updates.

Required profile

• Strong communication and interpersonal skills with a confident, persuasive style.
• Customer‑service mindset with the ability to identify sales opportunities.
• Excellent objection‑handling, negotiation, and problem‑solving abilities.
• Ability to build rapport and engage customers naturally.
• Goal‑oriented and comfortable working toward sales and performance targets.
• Coachable, adaptable, and willing to learn in a fast‑paced, performance‑driven environment.
• Previous experience in customer service, sales, retention, upselling, telesales, or a BPO/contact‑centre environment is an asset.