Retention & Customer Experience Representative

RUI USA, LLC; Ciudad de México; On-site; MXN 212,000 - 234,000; Full time

Benefits offered by this job

Performance bonus

Paid training

IMSS benefits

Food vouchers

Two days off

Referral bonus

Safe location in CDMX

Job summary

RUI USA, LLC in Mexico City is hiring a Retention & Customer Experience Representative to join our growing BPO. You will engage customers considering changes or cancellations, identify concerns, and apply retention strategies to build loyalty in a fast-paced contact center.

Advanced English and strong communication are essential. This full-time role offers a base salary of 19,000–21,000 MXN per month, a bonus of up to 25%, paid training, full IMSS benefits, monthly food vouchers, and two days

Qualifications

• 1+ year of experience in customer retention, escalation handling, customer service, collections, loyalty or a related role.
• Advanced English with strong communication skills.
• Experience working with CRM platforms.
• Ability to analyze situations quickly and make accurate decisions.
• Proven negotiation and conflict-resolution skills.

Responsibilities

• Engage with customers considering canceling or changing services.
• Identify concerns and provide solutions to strengthen loyalty and satisfaction.
• Apply retention strategies to prevent attrition while maintaining a positive customer experience.
• Handle escalated situations with professionalism, empathy, and sound judgment.
• Negotiate solutions balancing customer needs and business objectives.
• Make timely and accurate decisions in a fast-paced environment.
• Maintain detailed and accurate customer records using CRM systems.
• Collaborate with internal teams to resolve customer concerns efficiently.

Skills

Advanced English

Communication skills

Negotiation

Problem solving

Tools

CRM systems

Job description

Retention & Customer Experience Representative

MX Kinetic Full Time CDMX, Ciudad de Mexico, MX

4 days ago Requisition ID: 1086

CDMX's Newest BPO is hiring!

RUI is expanding its operations in Mexico City and is looking for experienced professionals in customer retention to join our team. This role is ideal for candidates who excel at handling objections, reducing cancellations, finding solutions and building lasting relationships in a fast-paced contact center environment.

What You'll Do

• Engage with customers who are considering canceling or changing their services.
• Identify customer concerns and provide effective solutions that strengthen loyalty and satisfaction.
• Apply retention strategies to prevent customer attrition while maintaining a positive customer experience.
• Handle escalated situations with professionalism, empathy, and sound judgment.
• Negotiate solutions that balance customer needs and business objectives.
• Make timely and accurate decisions in a fast-paced environment.
• Maintain detailed and accurate customer records using CRM systems.
• Collaborate with internal teams to resolve customer concerns efficiently.

Requirements

• 1+ year of experience in customer retention, escalation handling, customer service, collections, loyalty or a related role
• Advanced English with strong communication skills
• Ability to analyze situations quickly and make accurate decisions
• Proven negotiation and conflict-resolution skills
• Ability to navigate multiple systems and use computers efficiently
• Experience working with CRM platforms

Compensation and Benefits

• Base salary between $19,000 and $21,000 MXN (based on experience and skills)
• Performance bonus of up to 25% of base salary
• Paid training
• 100% IMSS and full legal benefits
• Monthly Food vouchers
• Two days off per week
• Stable, long-term employment with a growing operation
• Referral bonus (Bring your friends, participate in our monthly raffles, and earn additional bonuses!)
• Excellent and safe location in Del Valle Centro, CDMX

Ready to Join Us?

If you're looking for stability, job security, and a professional environment where your contribution truly matters, we'd love to hear from you!!