Remote Resolution & Retention Specialist (Commission)

The Hero Company; Ciudad de México; Presencial; MXN 83.000 - 124.000; Jornada completa

Descripción de la vacante

The Hero Company is seeking a Resolution & Retention Agent to help customers considering cancellations or returns. You will apply our Save-a-Sale strategy to identify retention options and work through inbound/outbound channels to resolve issues and retain revenue.

This role combines customer service, problem-solving, and sales, with commission incentives for successful saves and retained subscriptions.

Formación

• Preferred: 1+ year in customer service, retention, outbound sales, collections, or other customer-facing experience.
• Strong verbal and written communication skills.
• Experience with CRM or contact-center software preferred.
• Ability to work in a performance-driven, commissioned environment.

Responsabilidades

• Handle cancellations, order cancellations, and product returns.
• Identify the customer's primary reason for cancellation or return.
• Apply Save-a-Sale strategy to offer retention options.
• Explain value of options without pressuring the customer.
• Document outcomes in company systems.
• Collaborate with team and leadership to improve retention.

Conocimientos

Customer service

Retention

Outbound sales

Active listening

Communication skills

CRM experience

Herramientas

CRM software

Contact-center software

Descripción del empleo

The Hero Company is seeking a Resolution & Retention Agent to help customers considering cancellations or returns. You will apply our Save-a-Sale strategy to identify retention options and work through inbound/outbound channels to resolve issues and retain revenue.

This role combines customer service, problem-solving, and sales, with commission incentives for successful saves and retained subscriptions.