RETENTION AGENTS (ENGLISH - FRENCH DESK) [BULGARIA]

We are a recruiting partner hiring experienced retention professionals for a leading FX firm in Sofia.

Key details

• Role: Retention Agent 
• Languages: Fluent English and/or French (spoken & written)
• Industry: Foreign Exchange (FX) / Trading
• Location: Sofia, Bulgaria (on-site)
• Start: Immediate hiring
• Work authorization: Applicants must hold an EU passport (Bulgarian regulations require EU citizenship)
• Relocation: Relocation package available (terms & conditions apply)

Core responsibilities

• Proactively engage existing clients to prevent churn and recover at-risk accounts
• Conduct persuasive retention calls and follow-ups via phone, email, and chat
• Upsell and cross-sell relevant services when appropriate while maintaining compliance
• Maintain accurate CRM records and produce regular retention reports and KPIs

Required experience & skills

• Minimum 1 year experience as a retention agent in the FX industry
• Strong negotiation and objection-handling skills
• Excellent verbal and written communication in English and/or French
• Customer-focused, resilient, and target-driven
• Familiarity with CRM systems and basic trading/FX product knowledge
• EU passport required (no exceptions)

Compensation & benefits

• Competitive salary (market-aligned)
• Relocation assistance (subject to T&C)
• Training and career development opportunities
• Modern office in Sofia, supportive team environment

Recruiter note We are a recruiting agency representing the hiring company. Only applicants meeting the EU passport requirement should apply. Relocation package details provided during interview/offer stage.