Retention & Customer Loyalty Specialist

UnifyCX; Perímetro Urbano Barranquilla; On-site; COP 22,320,000 - 39,060,000; Full time

Job summary

unifyCX is seeking an extraordinary Retention Specialist to join our ambitious team in delivering exceptional customer experiences across our broadband and video services.

You will focus on retaining customers, reducing churn, and promoting loyalty by understanding needs, addressing concerns, and pairing personalized solutions with effective communication. You will collaborate with internal teams to refine processes and meet retention targets.

Qualifications

• Excellent English with proper grammar.
• High school diploma or equivalent.
• Minimum 2 years of retention or account management experience.
• Strong interpersonal and communication skills, with de-escalation ability.
• Customer-first mindset focused on long-term relationships.
• Proficient in CRM tools and Microsoft Office.
• Able to meet retention or performance goals in a metrics-driven environment.
• Problem-solving skills and adaptability to customer needs.
• Thrives in a changing environment.

Responsibilities

• Retain and strengthen relationships by addressing concerns and promoting loyalty.
• Engage at-risk customers and present solutions to discourage churn.
• Handle escalated issues promptly with satisfactory resolutions.
• Promote products or upgrades aligned with customer needs.
• Monitor retention trends and provide insights to improve strategies.
• Develop connections through active listening and personalized communication.
• Meet or exceed retention targets and QA standards.
• Collaborate with internal teams to improve customer experiences.
• Navigate multiple platforms while multitasking.
• Maintain accurate customer records and update accounts.

Skills

English proficiency

CRM tools

Microsoft Office

Interpersonal skills

Problem-solving

Multitasking

Education

High school diploma or equivalent

Associate’s or Bachelor’s degree

Tools

CRM platforms

Job description

unifyCX is seeking an extraordinary Retention Specialist to join our ambitious team in delivering exceptional customer experiences across our broadband and video services.

You will focus on retaining customers, reducing churn, and promoting loyalty by understanding needs, addressing concerns, and pairing personalized solutions with effective communication. You will collaborate with internal teams to refine processes and meet retention targets.