Job Description

About Us

Next Generation Immigration (NGI) is a multinational immigration consultancy with offices in the UAE, Canada, and the USA. We specialize in providing end-to-end solutions for global immigration, visas, and relocation services.

We are currently seeking a female Arabic-speaking Retention Manager to join our Dubai team. The ideal candidate will be responsible for handling escalations, client complaints, refund concerns, and overall client retention, ensuring high customer satisfaction and loyalty.

Key Responsibilities:

Manage escalations, complaints, and refund-related concerns with professionalism and empathy. Develop strategies to retain clients and minimize cancellations. Act as the primary point of contact for dissatisfied clients, providing timely and effective solutions. Handle sensitive cases and ensure customer concerns are resolved promptly. Collaborate with internal teams (sales, operations, and management) to address client issues. Maintain accurate records of client interactions and resolution outcomes. Monitor client feedback and identify trends to improve retention processes. Ensure compliance with company policies and maintain high ethical standards in all dealings.
Requirements

Gender & Language: Female, fluent in Arabic and English (spoken & written). Experience: 1-2 years UAE experience in a retention, escalations, or complaints handling role (immigration or banking sector preferred). Strong background in handling refunds, retention, and escalations. Previous bank retention experience is a strong plus. Excellent communication, negotiation, and conflict-resolution skills. Ability to remain calm under pressure and handle difficult conversations effectively. Customer-focused mindset with problem-solving abilities.
What We Offer

Competitive salary: AED 5,000 - 7,000 per month. Attractive commission structure. Opportunity to work with an international brand with offices in 4 countries. Professional growth and career development opportunities. Supportive and dynamic work environment.
If you believe you are the right fit for this role, please send your CV to hr@nextgenerationimmigration.com with the subject line "Application - Retention Manager (Arabic Speaker)".

Job Type: Full-time

Pay: AED5,000.00 - AED7,000.00 per month

Application Question(s):

Can you handle Retention, Complaints, Escalations and Refund concerns solely?
Experience:

Retention Manager: 1 year (Preferred)
Language:

* Fluent Arabic and English? (Preferred)