Customer Experience Retention Advisor

Wuffes; Puerto Bogotá; Remote; COP 32,062,000 - 46,311,000; Full time

Job summary

Wuffes is seeking a Customer Experience Retentions Advisor to re-engage customers who have cancelled or are at risk of churning. The role involves proactive outbound calls and SMS, offering tailored solutions to recover subscriptions and retain lifetime value for the Wuffes brand.

This remote position targets candidates in Latin America, especially Colombia or Mexico. You will resolve inquiries, promote products, meet targets, and contribute to continuous process improvements while delivering

Qualifications

• 1-2 years of customer service, preferably in a call center or retail.
• Excellent English communication, verbal and written.
• Strong problem-solving and quick thinking.
• Proficiency with computers and customer service software.
• Ability to work a flexible schedule including evenings and weekends.
• Empathy and professionalism in challenging customer interactions.
• Customer focus and commitment to exceeding expectations.
• Attention to detail in all work and documentation.
• Conflict resolution and finding mutually acceptable solutions.
• Sales skills to promote Wuffes products.
• Resilience to handle pressure.

Responsibilities

• Resolve customer inquiries via phone promptly to high first-contact resolution.
• Provide product knowledge and assist customers to enhance shopping experience and sales.
• Meet or exceed individual and team performance targets, including CSAT.
• Process orders, returns, and warranty per policies.
• Continuously improve knowledge of products, policies, and procedures.
• Identify opportunities for process improvement and contribute solutions.
• Maintain a positive, professional attitude in all interactions.

Skills

Customer service

English fluency

Problem solving

Tech proficiency

Flexible schedule

Empathy

Customer focus

Attention to detail

Conflict resolution

Sales skills

Resilience

CRM software

Tools

CRM software

Job description

This is a remote role, but to ensure strong alignment with our Customer team and company structure, we are actively seeking candidates located in Latin America - particularly Mexico or Colombia.

Your Role in the Pack:

The mission of the Customer Experience Retentions Advisor role at Wuffes is to re‑engage customers who have cancelled or are at risk of churning by conducting proactive, empathetic outbound calls and SMS, offering tailored solutions and incentives to recover subscriptions and retain lifetime value for the Wuffes brand.
Your responsibilities:

• Resolve customer inquiries and issues via phone promptly and accurately, aiming for a high first-contact resolution rate.

• Maintain a high level of product knowledge and provide product information, recommendations, and assistance to customers to enhance their shopping experience and increase sales.

• Meet or exceed individual and team performance targets, including customer satisfaction scores, and metrics.

• Process orders, returns, and warranty according to company policies and procedures.

• Continuously improve knowledge of products, policies, and procedures to provide accurate and up-to-date information to customers.

• Identify opportunities for process improvement and contribute to the implementation of solutions to enhance the customer experience.

• Maintain a positive and professional attitude in all customer interactions, ensuring customers feel valued and satisfied with their experience.

What you bring:

• Minimum of 1-2 years of customer service experience, preferably in a call center or retail environment.

• Excellent english communication skills, both verbal and written.

• Strong problem-solving abilities and the ability to think quickly on your feet.

• Proficiency in using computers and customer service software applications.

• Ability to work a flexible schedule, including evenings, weekends, and holidays.

• Demonstrated ability to handle challenging customer interactions with professionalism and empathy.

• Customer Focus: Demonstrates a commitment to understanding and meeting the needs of customers, striving to exceed their expectations.

• Problem Solving: Demonstrates the ability to analyze information, identify root causes of issues, and develop effective solutions.

• Attention to Detail: Pays close attention to detail, ensuring accuracy in work and documentation.

• Conflict Resolution: Resolves conflicts and disagreements constructively, finding mutually acceptable solutions.

• Sales Skills: Demonstrates the ability to identify sales opportunities and promote Wuffes products effectively.

• Resilience: Demonstrates the ability to handle pressure and setbacks, maintaining a positive attitude in challenging situations.