Especialista en Experiencia del Cliente - Retención Remota

Placements24; Mérida; Hybrid; MXN 360.000 - 480.000; Vollzeit

Zusammenfassung

WhatJobs Direct is seeking a proactive and customer-focused Customer Experience Representative specializing in retention and satisfaction. This fully remote role allows you to work from anywhere in Mexico, engaging with customers to reduce churn and enhance loyalty.

You will identify at-risk customers, address concerns, and implement strategies to improve overall experience, collaborating with sales, marketing, and product teams.

Qualifikationen

• Proven experience in customer service, account management, or retention-focused roles.
• Exceptional communication, negotiation, and interpersonal skills.
• Strong understanding of customer psychology and behavior.
• Demonstrated ability to resolve complex customer issues and de-escalate challenging situations.
• Proficiency with CRM software and customer engagement tools.
• Ability to work independently and manage workload effectively in a remote setting.
• High school diploma or equivalent; a bachelor's degree in a relevant field is preferred.
• A proactive, results-driven mindset with a passion for customer advocacy.
• Excellent organizational skills and attention to detail.
• Must have reliable internet access and a suitable remote workspace.

Aufgaben

• Engage proactively with customers to gauge satisfaction and identify churn risks.
• Develop and execute personalized strategies to retain existing customers.
• Address customer concerns and complaints with empathy and a solutions-oriented approach.
• Negotiate favorable outcomes for both the customer and the company to ensure satisfaction.
• Collaborate with sales, marketing, and product teams to provide customer insights and feedback.
• Maintain detailed records of customer interactions, feedback, and retention efforts in the CRM system.
• Educate customers on the value and benefits of our products/services to reinforce their commitment.
• Achieve and exceed key performance indicators related to customer retention and satisfaction scores.
• Contribute to the development of best practices for customer retention and loyalty programs.
• Foster a positive and supportive remote work environment with team members.

Kenntnisse

Customer service experience

Account management

Negotiation skills

Interpersonal skills

Ausbildung

High school diploma

Bachelor's degree preferred

Tools

CRM software

Jobbeschreibung

WhatJobs Direct is seeking a proactive and customer-focused Customer Experience Representative specializing in retention and satisfaction. This fully remote role allows you to work from anywhere in Mexico, engaging with customers to reduce churn and enhance loyalty.

You will identify at-risk customers, address concerns, and implement strategies to improve overall experience, collaborating with sales, marketing, and product teams.