Retention Agent - Italian Speaking

BrainRocket is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing. Young, ambitious, and unstoppable, we've already taken Cyprus, Malta, Portugal, Poland, and Serbia by storm. Our BRO team consists of 1,300 bright minds creating innovative ideas and products. We don't follow formats. We shape them. We build what works, launch it fast, and make sure it hits.

The retention agent (Italian Speaking) is managing communication channels, and supporting business growth through data-driven engagement. This role focuses on analyzing client behavior in Power BI, conducting outreach across multiple communication platforms, and contributing to VIP program management.

Key Responsibilities
1. Client Activity Monitoring & Data Analysis

• 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 based on:
  • Recent wins
  • Recent losses
  • Deposit levels and progress toward VIP qualification
• Track clients approaching VIP status and record them accurately in Excel or Power BI dashboards.

2. Client Engagement & Communication

• 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.

3. VIP Program Support

• Verify and update the list of VIP clients based on deposit and activity criteria.
• Maintain an up-to-date VIP Excel sheet and ensure accurate reporting in Power BI.

Our Excellent Benefits:

• Appreciation gifts (birthday, wedding, newborn, etc.);
• Up to 20/26 vacation days;
• 6 undocumented sick leaves;
• Medical insurance;
• Sport card coverage (Multisport);
• Breakfast & snacks in the office;
• Team events;
• Great office location.

Bold moves start here. Make yours. Apply today!

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