Customer Retention Advisor

FPS Innovation Labs; Bogotá; Presencial; COP 22.320.000 - 35.712.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical benefits

Dental benefits

Vision benefits

Career growth opportunities

Descripción de la vacante

Full Potential Solutions (FPS) is hiring a Customer Retention Advisor in Bogote1, Colombia. You will handle inbound calls, identify why customers may cancel, and offer tailored solutions to retain accounts while educating them on product features and promotions.

Join our fast-growing, performance-driven team that values empathy, strong communication, and a customer-first mindset. This onsite role requires flexibility across day/evening shifts and a commitment to excellence.

Formación

• At least 1 year of experience in customer service and retention or sales, preferably in a call center.
• Ability to execute basic sales skills in a high-performance environment.
• Excellent written communication to clearly and professionally convey solutions.
• Strong problem-solving and real-time decision-making abilities.
• Empathy-driven approach focused on customer satisfaction and relationship-building.

Responsabilidades

• Handle inbound calls from existing customers regarding their accounts, services, or concerns about cancellation.
• Proactively identify reasons for cancellation and offer tailored solutions to resolve issues.
• Demonstrate empathy, patience, and professionalism in every interaction.
• Educate customers on product features, benefits, and promotions to boost satisfaction and loyalty.
• Accurately document customer interactions and outcomes in the system for QA and reference.
• Meet or exceed individual and team performance metrics, including retention and satisfaction targets.
• Stay updated on product changes and retention techniques to remain effective.
• Uphold company policies and compliance standards in all interactions.

Conocimientos

Customer service

Retention

Sales skills

Empathy

Communication

Problem solving

CRM

Multitasking

Attention to detail

Teamwork

Herramientas

CRM software

Descripción del empleo

Operations

• Bogotá, Colombia
• Onsite

Customer Retention Advisor

Bring your passion for sales and customer service to FPS — where we champion people excellence. Join our high-performing team and thrive in a culture that rewards your drive, talent, and results.

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our mission is to create an environment within which our people THRIVE! We invest in our people and put culture first because we believe that happy, fulfilled teams can achieve great things. FPS offers a competitive suite of employee benefits, including a lucrative compensation program; medical, dental and vision benefits; and the opportunity for accelerated career growth for high-potential individuals in our fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential, because we believe that if you put people first, we can drive excellence for our clients.

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission

To create conditions within which people can thrive!

Responsibilities

• Handle inbound calls from existing customers regarding their accounts, services, or concerns about cancellation.
• Proactively identify and address reasons why customers may want to cancel, and offer tailored solutions to resolve their issues.
• Demonstrate empathy, patience, and professionalism in every interaction, ensuring a positive customer experience.
• Educate customers on product features, benefits, and promotions that may enhance their satisfaction and loyalty.
• Accurately document customer interactions and outcomes in the system for future reference and quality assurance.
• Meet or exceed individual and team performance metrics, including retention rates, customer satisfaction, and call handling time.
• Stay updated on product changes, promotions, and retention techniques to remain effective and informed.
• Uphold company policies and compliance standards in all customer interactions.

Qualifications

• At least 1 year of experience in customer service and retention, or sales – preferably in a call center environment.
• Experience in retention, sales, and customer service is a requirement; must be able to execute basic sales skills in a high-performance environment
• Excellent written communication skills with the ability to clearly and professionally convey solutions.
• Strong problem-solving skills and the ability to think on your feet during real-time interactions.
• Empathy-driven approach with a strong focus on customer satisfaction and relationship-building.
• Ability to multitask and have organizational and data entry skills
• Strong attention to detail and the ability to follow directions
• Excellent customer service and communications skills
• Effective comprehension and analytical skills, as well as the ability to summarize information and offer solutions.
• Strong outgoing personality and great work ethic.
• Comfortable working in a fast-paced environment with performance targets.
• Proficiency in using chat platforms, CRM tools, and standard office software.
• Flexible work hours and availability for day, evening, night, weekend and holiday. Overtime may be required
• Must be willing to go through pre-employment background checks and assessments
• Willing to work on-site

Department Operations Role Agent Locations Bogotá, Colombia