Inbound Retention Specialist – Negotiation & Sales

Fusion CX; Medellín; Hybrid; COP 27,900,000 - 50,220,000; Full time

Benefits offered by this job

Competitive compensation

Extra benefits incl. bonuses

On-site office in Medellín

Job summary

Fusion CX is seeking Customer Retention and Sales Representatives to support customers of a leading US telecom provider who consider cancelling or changing services. You will understand concerns, explain options, and help customers decide to continue service.

You will use listening, negotiation, and objection-handling skills to identify retention solutions and record decisions accurately. This on-site role offers an engaging, target-driven environment.

Qualifications

• Experience in sales, retention and upselling.
• Strong communication, persuasion and negotiation abilities.
• Confident in handling objections and discussing pricing and promotions.
• Customer empathy and goal-oriented approach.

Responsibilities

• Speak with customers considering cancellation or changes to their services.
• Explore concerns relating to pricing, service experience, or changing needs.
• Explain approved offers, promotions, and service options accurately.
• Use listening, negotiation, and objection-handling skills to identify suitable retention solutions.
• Record customer decisions and actions accurately.
• Work toward retention, sales, service quality, and customer experience goals.

Skills

Sales experience

Retention skills

Communication skills

Negotiation skills

Customer empathy

Job description

FUSION CX | JOB OPENING Department: Call Center Operations | Category: Customer Retention / Sales / Telecommunications

About the Role

Fusion CX is looking for Customer Retention and Sales Representatives to support customers of a leading US telecommunications provider who are considering cancelling, reducing, or changing their residential services. Your role is to understand their concerns, explain suitable options, and help them make informed decisions about continuing service and retain their loyalty.

Key Responsibilities

• Speak with customers considering cancellation or changes to their services.
• Explore concerns relating to pricing, service experience, or changing needs.
• Explain approved offers, promotions, and service options accurately.
• Use listening, negotiation, and objection-handling skills to identify suitable retention solutions.
• Record customer decisions and actions accurately.
• Work toward retention, sales, service quality, and customer experience goals.

Skills and Qualifications

• Strong sales, retention, upskilling background is required.
• Excellent communication, persuasion, and negotiation skills.
• Confident in handling objections and discussing prices and promotional offers.
• Goal-oriented approach with sound judgment and customer empathy.
• Ability to match solutions to customer needs and follow approved sales practices.

What We Offer

• Competitive Compensation: Enjoy an attractive salary package with additional allowances.
• Extra Benefits: Benefit from extra-legal bonuses and uncapped performance and sales incentives.
• On-Site Work Environment: Work at our Otrabanda Office in a dynamic, collaborative environment.

Location: Calle 50 # 64B-19, Medellín, Antioquia, Colombia

Who Should Apply?

Best suited to applicants with sales, retention, cancellation prevention, or customer relationship experience.