Bilingual Customer Retention Specialist (En/Es)

Eteacher Group Ltd.; Ciudad de Mendoza; Híbrido; ARS 1.000.000 - 1.800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Incentives for saved orders

Partial remote work

Descripción de la vacante

The Hero Company in Buenos Aires, Argentina, is hiring a Resolution & Retention Agent for a hybrid role with partial remote work. You will combine customer service, problem solving, and sales to save orders and retain subscriptions, focusing on understanding why customers want to cancel and applying Save-a-Sale strategies to provide solutions.

Ideal candidates have 1+ year of related experience, excellent communication, and comfort working in a commission-based environment with incentives for

Formación

• 1+ year in customer service, retention, or outbound sales.
• Strong verbal and written communication skills.
• Ability to listen and uncover customer reasons for leaving.
• Comfortable in a commissioned, performance-driven environment.

Responsabilidades

• Handle subscription cancellations, order cancellations, and product returns.
• Identify primary reason for cancellation or return and apply Save-a-Sale strategy.
• Present retention options and explain value without pressure.
• Document outcomes and follow up until resolution.

Conocimientos

Customer service

Retention strategy

Outbound sales

Communication

Active listening

CRM software

Educación

Bachelor's degree or Master's degree

Herramientas

CRM software

Descripción del empleo

As a Resolution & Retention Agent , you will help customers who are considering canceling an order or subscription or returning a product. Your primary goal is to understand why the customer wants to cancel or return and apply our Save-a-Sale strategy to identify an appropriate solution that may allow us to retain the customer, subscription, or order.

This is a combination of customer service, problem-solving, and sales/retention . Rather than simply processing a cancellation or return request, you will listen carefully to the customer's concern, identify the underlying reason for the request, and match that reason with the most appropriate save option.

You will work with customers through a combination of inbound and outbound contacts . Some customers will reach the Resolution Team directly through our inbound channels, while others will be assigned to you for follow-up after initially interacting with our AI Customer Happiness Agent.

This is a commissioned position . In addition to hourly pay, Resolution & Retention Agents are eligible to earn incentives for successfully saved orders and subscriptions.

Resolution & Retention Agent Position Overview

As a Resolution & Retention Agent , you will help customers who are considering canceling an order or subscription or returning a product. Your primary goal is to understand why the customer wants to cancel or return and apply our Save-a-Sale strategy to identify an appropriate solution that may allow us to retain the customer, subscription, or order.

This is a combination of customer service, problem-solving, and sales/retention . Rather than simply processing a cancellation or return request, you will listen carefully to the customer's concern, identify the underlying reason for the request, and match that reason with the most appropriate save option.

You will work with customers through a combination of inbound and outbound contacts . Some customers will reach the Resolution Team directly through our inbound channels, while others will be assigned to you for follow-up after initially interacting with our AI Customer Happiness Agent.

This is a commissioned position . In addition to hourly pay, Resolution & Retention Agents are eligible to earn incentives for successfully saved orders and subscriptions.

Key Responsibilities Customer Resolution & Save-a-Sale

• Handle customer requests involving subscription cancellations, order cancellations, and product returns .
• Identify the customer's primary reason for wanting to cancel or return before determining the appropriate resolution.
• Apply the company's established Save-a-Sale strategy based on the customer's specific concern and circumstances.
• Present relevant save options that may include adjusting shipment timing or frequency, modifying product quantity, offering an approved discount, providing product education or troubleshooting, or other approved retention solutions.
• Clearly explain the value and benefits of available options without pressuring the customer or creating unnecessary friction.
• When a save is not appropriate or the customer declines the available options, complete the cancellation or return process according to company policy.

Inbound & Outbound Customer Contact

• Manage customer conversations across assigned inbound channels, including phone, email, chat, and other supported communication channels.
• Complete assigned outbound follow-up with customers whose cancellation or return request began through our AI Customer Happiness Agent or another customer service channel.
• Be equally comfortable responding to incoming customer requests and proactively reaching out to customers to complete unresolved requests and retention opportunities.
• Follow through on assigned customer cases until the appropriate resolution has been reached.

Customer Needs Assessment & Problem-Solving

• Ask thoughtful questions and actively listen to understand the customer's reason for canceling or returning.
• Recognize common concerns such as cost, excess product, shipment frequency, product usage, expectations, subscription confusion, or other barriers to continued use.
• Use good judgment to determine which approved save strategy best addresses the customer's actual concern , rather than making the same offer to every customer.
• Provide accurate product education and guidance when additional information may help resolve the customer's concern.
• Recognize situations where a retention attempt is not appropriate and follow company procedures for cancellations, returns, escalations, adverse reactions, or other special circumstances.

Retention Performance

• Work toward individual and team goals for orders saved, subscriptions retained, save rate, and revenue retained .
• Make appropriate save attempts on eligible cancellation and return requests according to company guidelines.
• Accurately record whether a save was attempted, the offer made, whether it was accepted or declined, and the final customer outcome.
• Participate in coaching and performance reviews designed to improve save effectiveness, customer experience, and overall retention results.
• Earn commission or incentives on eligible successfully saved orders and subscriptions according to the company's current incentive program.

Documentation & Follow-Through

• Accurately document customer concerns, save offers, outcomes, cancellations, returns, and follow-up activity in company systems.
• Maintain clear records so that another team member can easily understand what occurred and what actions have already been taken.
• Identify recurring cancellation or return trends and share useful customer feedback with leadership.
• Take ownership of assigned customer requests and ensure they are fully resolved rather than leaving unnecessary open issues for another team member.

Team Collaboration & Continuous Improvement

• Participate in team discussions, coaching, and training to strengthen retention strategies and customer communication.
• Share successful approaches and customer insights that may help improve team save performance.
• Stay current on company policies, Save-a-Sale strategies, products, promotions, subscription options, return procedures, and approved customer offers.
• Collaborate with Product Protocol Specialists and other Customer Happiness teams when additional expertise or support is needed.

Skills & Qualifications

• Preferred: 1+ year of customer service, retention, outbound sales, collections, or other customer-facing experience .
• Strong verbal and written communication skills.
• Comfortable handling both inbound and outbound customer interactions .
• Strong active-listening skills with the ability to uncover the reason behind a customer's request.
• Ability to confidently recommend solutions and explain their value while remaining empathetic and professional.
• Strong judgment and problem-solving skills, with the ability to match customer concerns to appropriate solutions.
• Comfortable working in a performance-driven, commissioned environment with measurable retention goals.
• Ability to manage objections and difficult customer conversations without becoming defensive or overly aggressive.
• Strong attention to detail and ability to accurately document customer interactions and outcomes.
• Experience using CRM, customer service, or contact-center software is preferred.

Key Attributes

The ideal Resolution & Retention Agent is:

• Curious: Seeks to understand why the customer wants to leave before offering a solution.
• Solution-Oriented: Looks for an appropriate way to solve the customer's concern rather than simply processing the request.
• Persuasive: Confidently communicates the value of relevant solutions without creating pressure.
• Empathetic: Understands the customer's perspective while still working toward a successful retention outcome.
• Results-Driven: Motivated by goals, performance metrics, and the opportunity to earn incentives through successful saves.
• Resilient: Comfortable hearing "no," handling objections, and moving confidently to the next opportunity.
• Accountable: Takes ownership of assigned customers and follows through to resolution.
• Adaptable: Comfortable moving between inbound requests, outbound follow-up, phone conversations, and written channels.

Pay Structure

Hourly Pay + Commission/Incentives

Resolution & Retention Agents are eligible to earn additional compensation for qualifying successfully saved orders and subscriptions. This structure rewards agents for creating positive customer outcomes while retaining revenue for the company.

Why Join Us?

Join The Hero Company and become part of a Customer Happiness team focused on finding solutions, creating great customer experiences, and building lasting relationships.

This role allows you to directly influence both customer satisfaction and company growth , while earning additional compensation for successful retention results. You'll receive comprehensive training on our products, systems, Save-a-Sale strategies, and customer experience standards, along with ongoing coaching and opportunities for professional growth.

Partially Remote
Buenos Aires, Argentina
Full time
R-63495
**Who We Are**
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls-that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.
**The Role**
Your role
Are you ready to redefine what's possible for Kyndryl's most significant customers? In this high-impact leadership role, you are the strategic architect of the relationship. You don't just manage accounts; you revolutionize them. By building deep, trusted connections with C-suite executives, you bring the full power of Kyndryl's global expertise to the table to solve complex business challenges.
Join us at a unique time in our history where you can shape how our consulting practice operates today and evolves for the future.
What you will do
Drive Growth and Profitability
-Be a strategic mastermind: Develop and execute cutting-edge account strategies to grow and retain Kyndryl's most valuable accounts.
-Proactively expand scope: Generate new opportunities and expand existing work into larger scopes and new capabilities.
-Maximize renewals: Focus on selling new offerings while minimizing erosion to ensure our largest accounts flourish.
-Own the P&L: Take full charge of the account P&L, ensuring customer satisfaction, integrity and account compliance.
Build Strategic Connections
-Cultivate executive alliances: Create, maintain, and develop deep connections with top-level decision-makers.
-Orchestrate the team: Collaborate with sales team members to ensure a seamless management process from prospecting to closing.
-Partner for scale: Build a strong go-to-market pipeline with partners to join forces and conquer new deals.
-Lead with industry expertise: Use your knowledge of external best practices to provide innovative solutions that position Kyndryl as a leader.
Deliver Excellence
-Deliver tailor-made solutions: Identify and qualify new opportunities to deliver bespoke services that cater to the unique needs of each customer.
-Maintain a stellar reputation: Go above and beyond to ensure account excellence and maintain total integrity in everything you do.
-Shape the future: Use your creativity and expertise to transform the future of account management.
**Who You Are**
Required skills and experience
- Proven experience working with clients in the Energy, Oil & Gas, and Mining sectors (This is a mandatory requirement for the role)
- Experience running account P&L
- Deep knowledge of business and technology trends and industry best practices
- Experience managing sales process end-to-end
- Proven experience with revenue growth, cost, profitability, trends, and risks - Open minded and empathetic approach in relationships with customers
- Bachelor's degree or Master's degree
- Sales experience in IT services
**Being You**
The "Kyn" in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don't meet every requirement, we encourage you to apply. We believe in growth, and we're excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging - being a valued, respected, trusted member of the team - is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That's The Kyndryl Way.
**What You Can Expect**
Your career with us isn't just a job-it's an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health-because we know that when you feel your best, you do your best.
From your very first day, you'll dive into impactful work that powers the systems our customers rely on every day. You won't just contribute-you'll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.
We're here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you'll have everything you need to thrive and evolve. You'll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities-from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you'll be part of a culture that values empathy, restless learning, and a devotion to shared success.
We want you to thrive here-and we're committed to helping you do just that. Ready to make an impact? Join us and help shape what's next.
**Get Referred!**
If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.
We're glad you're here. Take a look around at the many exciting career opportunities we have available and apply today!
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At Kyndryl, we achieve progress the world depends on, with purpose. **Beginning with** **the purpose that matters to you** . Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need. Join us, and together, we can advance the vital systems that power human progress.
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.