Retention Specialist (Customer Service)

Job Title: Retention Specialist

Department: Freelancer Retention

Location: Dubai, UAE

About Dynamic Employment Services LLC:

Dynamic Employment Services LLC is a leading provider of HR, outsourcing, and freelancer visa solutions in the UAE. Through brands like Dynamic Freelancer, FreelancerVisa.com, and Executive Freelancer, we empower freelancers to build independent careers with reliable visa, permit, and compliance services. With a focus on innovation, service excellence, and client retention, Dynamic Employment Services LLC supports thousands of freelancers across Dubai and the UAE.

About the Role:

We are seeking a dedicated Retention Specialist to join our Dubai-based Freelancing Team. In this role, you will focus on managing freelancer cancellations, addressing renewal concerns, and driving loyalty among long-standing clients. Your efforts will play a crucial role in reducing churn rate, enhancing client satisfaction, and supporting the growth of our existing freelancer community.

Key Responsibilities:

• Freelancer Cancellation Management: Handle cancellation requests from existing freelancers, focusing on understanding their concerns, offering resolutions where possible, and reducing overall cancellation rates.
• Renewal Support Provide timely, accurate and holistic responses to ad-hoc renewal inquiries from freelancers, providing accurate information on requirements, timelines, and processes to support retention efforts, including but not limited to renewal timelines, Direct Debit process completion and compliance queries.
• Loyalty and Relationship Building: Conduct proactive loyalty and retention outreach to long-tenure freelancers to understand their current needs, future intentions, address potential issues before cancellation arises and encourage continued engagement with our freelancer platforms.
• Retention Opportunity Identification: Recognize early signs of dissatisfaction, non-compliance or potential churn risk among freelancers and collaborate with the renewals team to implement preventative measures.
• Administrative Support: Maintain accurate records of all client interactions, cancellation reasons, and retention outcomes in internal systems. Assist with general administrative and operational support within the Retention Team.
• Product Education: Educate freelancers on service benefits not limited to renewals, process compliance, governmental updates, and other requirements to ensure they remain eligible and satisfied with our offerings. Communicate and complete pending processes and other service requirements critical to retention.
• Cross-Functional Collaboration: Collaborate with the Retention Manager, Renewals Team, and relevant departments to align on client retention goals, streamline processes, and enhance overall freelancer satisfaction. Support the planning and execution of targeted loyalty campaigns, ensuring proactive outreach to long-tenure freelancers to strengthen relationships and minimize churn.
• Client Feedback Collection: Gather feedback during cancellation discussions and loyalty calls to identify service gaps, product improvement opportunities, and freelancer expectations in turn contributing to retention strategy development.
• Back up support: Provide operational support during high-volume periods, including document collection, client follow-ups, or basic administrative tasks as assigned by the Retention Manager.
• Market Awareness: Stay informed on freelancer trends, industry requirements, and competitor activity within the UAE to enhance client conversations and support retention strategies.