Remote Retention Specialist - Customer Care (LATAM)

Community Sports Partners; Puerto Bogotá; Remote; COP 32.955.000 - 39.473.000; Vollzeit

Benefits dieser Stelle

Retention bonuses

Zusammenfassung

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs, resolve problems and keep coming back. You will own service inquiries through resolution, understand why customers may leave, and help them find an appropriate next step.

This full-time, remote role welcomes applicants across Latin America. You will respond by phone, email or SMS, investigate complaints, retain customers and contribute to a positive experience with our programs.

Qualifikationen

• Customer-service experience, ideally renewals, retention or complaint resolution.
• Excellent spoken and written English and confidence handling conversations by phone.
• Empathy, sound judgment and the ability to explain options clearly under pressure.
• Reliable organization, attention to detail and experience maintaining CRM or support-system records.

Aufgaben

• Respond to customer enquiries by phone, email and SMS with clear, accurate information and timely follow-through.
• Investigate complaints, coordinate solutions with operations and keep the customer informed until the issue is resolved.
• Proactively follow up with customers at risk of leaving, understand the underlying concern and explain appropriate options within company policies.
• Handle renewal and re-enrolment conversations and approved campaigns to win back former customers.
• Maintain accurate CRM notes, follow-up commitments and reasons for cancellations or non-renewal.
• Escalate refund, credit or policy exceptions for approval and respect customer decisions.
• Report recurring service issues and opportunities to improve customer satisfaction and retention.

Kenntnisse

Customer-service experience

Excellent English

Empathy

Remote-working setup

Organization

Tools

CRM software

Jobbeschreibung

Community Sports Partners is seeking a customer-focused specialist to help customers enjoy our sports programs, resolve problems and keep coming back. You will own service inquiries through resolution, understand why customers may leave, and help them find an appropriate next step.

This full-time, remote role welcomes applicants across Latin America. You will respond by phone, email or SMS, investigate complaints, retain customers and contribute to a positive experience with our programs.