Retention Sales Agent (French Speaking)

About the role

Harbour Retention Solutions Ltd is a growing customer retention specialist working with international subscription and iGaming brands. The team sits in a modern Sliema office and supports multilingual campaigns across EU markets.

As a Retention Sales Agent you will focus on retaining at-risk customers through empathy-led conversations, product knowledge and targeted offers. You will work to daily KPIs, use CRM systems to record interactions accurately, and escalate technical or regulatory issues when necessary.

The role suits candidates who enjoy fast-paced customer contact roles, are comfortable with sales targets and appreciate clear feedback and development. The company offers structured onboarding, ongoing coaching and opportunities to progress into team leader or specialist roles within the Maltese hub.

About Harbour Retention Solutions Ltd

Harbour Retention Solutions Ltd is a Malta-based contact centre specialist providing retention, upsell and customer lifecycle services to digital subscription and iGaming clients across Europe. The company operates a multilingual team from a purpose-fitted office in Sliema and focuses on measurable outcomes and employee development.

What you can expect

• Modern Sliema office near the seafront
• Monthly performance bonuses
• Structured progression to senior agent and team leader roles
• Dedicated training programme for retention and sales skills

Key responsibilities

• Handle inbound and outbound retention calls and chats in French and English, following approved scripts and retention strategies
• Identify churn reasons and offer personalised retention solutions, discounts or product alternatives where authorised
• Achieve daily and weekly KPIs including conversion, retention and quality scores
• Log all interactions accurately in the CRM and update customer records promptly
• Collaborate with billing, technical and compliance teams to resolve escalated cases
• Provide regular feedback on process improvements and customer trends to supervisors
• Maintain compliance with client policies, data protection and responsible gaming or subscription rules
• Participate in regular training, role-plays and quality assurance reviews

Requirements

• Fluent French (C1+) and strong English language skills (B2+), both verbal and written
• Minimum 1 year experience in sales, customer support or retention roles (contact centre experience preferred)
• Comfortable working to targets and KPIs in a sales/retention environment
• Good computer skills and experience using CRM systems; ability to learn bespoke platforms quickly
• Strong communication, negotiation and problem-solving skills
• Available to work rotating shifts including evenings and weekends as required
• Eligible to work in Malta

How to apply

Send your CV and a brief cover note outlining your French proficiency, relevant experience and earliest start date to the email below. Indicate your availability for rotating shifts.