Retention Sales Agent - Italian Speaking

As a Retention Sales Agent - Italian speaking, you will be responsible for making outbound calls to assist customers using the site for activity increase, retention, and reactivation.

Role Requirements:

• Comfortable using Power BI and Excel to track client activity and identify trends;
• Strong written and verbal skills across Telegram, Email, WhatsApp, and calls;
• Ability to engage, retain, and build rapport with clients through personalized communication;
• Accurate in reporting, managing data, and maintaining VIP records;
• Able to collaborate with internal teams to resolve client issues;
• Previous experience in customer retention, account management, or customer support would be considered as a strong advantage; 
• Proficiency in English and Italian both written and spoken.

Role 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;
• Track clients approaching VIP status and record them accurately in our data tools;
• 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.

Our Excellent Benefits:

• Food vouchers (102 EUR);
• Monthly, quarterly, and annual bonuses;
• Appreciation gifts (birthday, wedding, newborn, etc.);
• Up to 25 vacation days;
• 6 undocumented sick leaves;
• Medical insurance and dental coverage;
• Sport card 70% coverage (Multisport and/or CoolFit);
• Office massages;
• Breakfast, lunch & snacks in the office;
• Education budget; 
• Monthly team events;
• Great office location.

Important Information:

• This is an office-based position in Sofia, Bulgaria. 
• Hours must be worked during shift business hours — between 8 am and 2 am; 5 days out of 7, including 2 weekends per month.