Customer Service & Sales Representatives

UnifyCX; Perímetro Urbano Barranquilla; On-site; COP 22,320,000 - 39,060,000; Full time

Job summary

unifyCX is seeking an extraordinary Retention Specialist to join our ambitious team in delivering exceptional customer experiences across our broadband and video services.

You will focus on retaining customers, reducing churn, and promoting loyalty by understanding needs, addressing concerns, and pairing personalized solutions with effective communication. You will collaborate with internal teams to refine processes and meet retention targets.

Qualifications

• Excellent English with proper grammar.
• High school diploma or equivalent.
• Minimum 2 years of retention or account management experience.
• Strong interpersonal and communication skills, with de-escalation ability.
• Customer-first mindset focused on long-term relationships.
• Proficient in CRM tools and Microsoft Office.
• Able to meet retention or performance goals in a metrics-driven environment.
• Problem-solving skills and adaptability to customer needs.
• Thrives in a changing environment.

Responsibilities

• Retain and strengthen relationships by addressing concerns and promoting loyalty.
• Engage at-risk customers and present solutions to discourage churn.
• Handle escalated issues promptly with satisfactory resolutions.
• Promote products or upgrades aligned with customer needs.
• Monitor retention trends and provide insights to improve strategies.
• Develop connections through active listening and personalized communication.
• Meet or exceed retention targets and QA standards.
• Collaborate with internal teams to improve customer experiences.
• Navigate multiple platforms while multitasking.
• Maintain accurate customer records and update accounts.

Skills

English proficiency

CRM tools

Microsoft Office

Interpersonal skills

Problem-solving

Multitasking

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree

Tools

CRM platforms

Job description

Unify CX is looking for an extraordinary Retention Specialist to join our motivated and ambitious team.

What Will You Do?

• We are looking for a proactive and results-oriented Retention Specialists to join our team. In this critical role, you will focus on retaining and strengthening relationships with our valued customers by addressing their concerns, identifying solutions, and promoting service loyalty. By understanding customer needs and delivering personalized solutions, you will play a vital role in reducing churn and fostering long-term customer satisfaction.
• Engage with customers who are at risk of discontinuing services to understand their concerns and present solutions that encourage continued use of our broadband and video offerings
• Effectively handle escalated issues, offering prompt and satisfactory resolutions to build customer trust and loyalty
• Promote additional products, services, or upgrades that align with the customer’s needs and enhance their overall experience
• Monitor retention trends, analyze customer feedback, and provide insights to improve retention strategies
• Develop meaningful connections with customers through active listening, empathy, and personalized communication
• Meet or exceed retention targets, customer satisfaction scores, and quality assurance standards
• Collaborate with internal teams to refine processes and enhance customer experiences.
• Be skilled in multi-tasking while effectively navigating across multiple technology platforms and systems
• Maintain customer records by updating account information

Who You Are

To be considered, candidates are expected to have the following:

Required Qualifications

• Excellent English skills - proper written and oral grammar
• High school diploma or equivalent.
• Minimum 2 years of experience in retention or account management roles.
• Strong interpersonal and communication skills, with the ability to de-escalate and resolve conflicts.
• A customer-first mindset with a focus on building long-term relationships.
• Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office).
• Demonstrated ability to meet retention or performance goals in a metrics-driven environment.
• Problem-solving skills and the ability to adapt to customer needs in real-time.
• Ability to thrive and remain positive in a constantly changing environment

Preferred Qualifications

• Associate’s or Bachelor’s degree in business, communications, or a related field.
• At least 1 year of experience in the broadband, telecommunications, or video services industry.
• Knowledge of customer retention strategies and techniques.
• Familiarity with data analysis tools or reporting software.
• 7/14/25, 9:46 PM
• 1/2
• Familiarity with inbound sales techniques and objection-handling strategies

Who We Are

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.