Onsite Retention Specialist — Growth & Service

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

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.