On-Site Customer Retention Specialist

Fpsinc; Puerto Bogotá; On-site; COP 24,000,000 - 42,000,000; Full time

Job summary

Full Potential Solutions (FPS) is hiring a Customer Retention Advisor to join our on-site team in Bogota, Colombia. You will handle inbound calls from existing customers, addressing concerns and working to retain their service by articulating value and offering tailored solutions.

This role emphasizes empathy, clear communication, and the ability to document interactions accurately in our CRM. You will stay updated on product changes, meet retention targets, and uphold company policies in a

Qualifications

• At least 1 year in customer service/retention or sales.
• Experience in retention, sales and customer service required.
• Excellent written communication to convey solutions.
• Strong problem-solving and real-time thinking.
• Empathy-driven approach focused on customer satisfaction.
• Ability to multitask with strong organizational/data entry skills.
• Attention to detail and ability to follow directions.
• Excellent customer service and communication skills.
• Ability to summarize information and offer solutions.
• Outgoing personality with strong work ethic.
• Comfortable in fast-paced environment with targets.
• Willing to work on-site.

Responsibilities

• Handle inbound calls from existing customers about accounts or cancellations.
• Identify reasons customers want to cancel and offer tailored solutions.
• Demonstrate empathy, patience, professionalism in interactions.
• Educate customers on product features, benefits, promotions.
• Document customer interactions and outcomes in the system.
• Meet or exceed retention and customer satisfaction metrics.
• Stay updated on product changes and retention techniques.
• Uphold company policies and compliance standards.

Skills

Customer service

Retention experience

Sales skills

Communication skills

Problem solving

Empathy

Multitasking

Attention to detail

CRM familiarity

Office software

Tools

CRM software

Chat platforms

Office software

Job description

Full Potential Solutions (FPS) is hiring a Customer Retention Advisor to join our on-site team in Bogota, Colombia. You will handle inbound calls from existing customers, addressing concerns and working to retain their service by articulating value and offering tailored solutions.

This role emphasizes empathy, clear communication, and the ability to document interactions accurately in our CRM. You will stay updated on product changes, meet retention targets, and uphold company policies in a