On-Site Customer Retention Specialist

Full Potential Solutions, Inc.; Bogotá; Sur place; COP 24 000 000 - 42 000 000; Plein temps

Résumé du poste

Full Potential Solutions in Bogotá, Colombia is seeking a Customer Retention Advisor to handle inbound calls, resolve account issues, and retain customers considering cancellation. You will demonstrate empathy, communicate clearly, and apply basic sales skills to highlight the value of our offerings while meeting retention targets.

On-site position with a fast-paced environment, you will document interactions in the CRM, stay updated on product changes, and collaborate with teams to improve

Qualifications

• Minimum 1 year in customer service or retention, or sales, preferably in a call center.
• 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.

Responsabilités

• 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.

Connaissances

Customer service

Retention strategies

Sales skills

Written communication

Problem solving

Empathy

Multitasking

Attention to detail

Communication skills

Outils

CRM tools

Chat platforms

Office software

Description du poste

Full Potential Solutions in Bogotá, Colombia is seeking a Customer Retention Advisor to handle inbound calls, resolve account issues, and retain customers considering cancellation. You will demonstrate empathy, communicate clearly, and apply basic sales skills to highlight the value of our offerings while meeting retention targets.

On-site position with a fast-paced environment, you will document interactions in the CRM, stay updated on product changes, and collaborate with teams to improve