Retention Specialist - Home Office, Must be located in Hermosillo Sonora

Intugo Mexico; Hermosillo; On-site; MXN 147,000 - 201,000; Full time

Benefits offered by this job

Attendance bonus

Job summary

Intugo, in partnership with a foreign company, is seeking a Retention Specialist to maintain strong relationships with existing clients through proactive communication and follow-up. You will connect with clients via outbound calls to understand their experience and ensure continued value, collaborating with internal teams as needed.

The role emphasizes client-centric service, problem solving, and proactive check-ins to strengthen retention and deliver exceptional experiences.

Qualifications

• Strong verbal and written English communication.
• Strong customer service and client relationship skills.
• Comfortable conducting outbound calls and proactive client follow-ups.
• Excellent organization and time-management skills.
• Strong problem-solving abilities.
• Ability to work independently and as part of a team.

Responsibilities

• Conduct outbound calls and regular follow-ups with existing clients.
• Build and maintain positive, long-term client relationships.
• Check in with clients regarding their experience with the company's products and services.
• Identify client questions, concerns, or needs and provide appropriate follow-up.
• Schedule and coordinate client check-in calls.
• Identify opportunities to strengthen client relationships and improve retention.
• Maintain clear and professional communication with clients.
• Collaborate with internal teams when client needs require additional support.
• Maintain organized records of client interactions and follow-up activities.
• Work independently while contributing effectively as part of a team.

Skills

English communication

Customer service

Time management

Problem solving

Teamwork

Tools

Microsoft Excel

Job description

Intugo, in partnership with a foreign company specializing in digital marketing solutions for small and medium-sized businesses, is looking for a Retention Specialist to join our team.

Our partner helps businesses strengthen their online presence through digital solutions such as website design, social media management, online advertising, reputation management, and e-commerce services.

About The Role

As a Retention Specialist, you will be responsible for maintaining strong relationships with existing clients through proactive communication and consistent follow-up. You will connect with clients primarily through outbound calls to understand their experience, address questions or concerns, schedule follow-ups, and help ensure they continue receiving value from the company's services. This position is ideal for someone who enjoys working directly with clients, building relationships, solving problems, and providing an excellent customer experience.

Key Responsibilities

• Conduct outbound calls and regular follow-ups with existing clients.
• Build and maintain positive, long-term client relationships.
• Check in with clients regarding their experience with the company's products and services.
• Identify client questions, concerns, or needs and provide appropriate follow-up.
• Schedule and coordinate client check-in calls.
• Identify opportunities to strengthen client relationships and improve retention.
• Maintain clear and professional communication with clients.
• Collaborate with internal teams when client needs require additional support.
• Maintain organized records of client interactions and follow-up activities.
• Work independently while contributing effectively as part of a team.

Requirements

• Strong verbal and written English communication skills.
• Strong customer service and client relationship skills.
• Comfortable conducting outbound calls and proactive client follow-ups.
• Excellent organization and time-management skills.
• Strong problem-solving abilities.
• Ability to work independently and as part of a team.
• Intermediate to advanced knowledge of Microsoft Office, particularly Excel.
• Ability to manage multiple client interactions and follow-up activities effectively.

Preferred Experience

• Customer Retention
• Customer Service
• Account Management
• Client Relationship Management
• Outbound Customer Support
• Client Follow-Up

What We're Looking For

We are looking for someone who is proactive, organized, customer-oriented, and comfortable communicating with clients regularly. The ideal candidate can identify client needs, handle concerns professionally, and maintain consistent follow-up to create a positive customer experience and strengthen client retention.

Position Details

• Position: Retention Specialist
• Schedule: Monday through Friday, 7:00 AM – 4:30 PM
• Base Salary: $15,500 MXN gross per month
• Attendance & Punctuality Bonus: $760 MXN net per month