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Are you looking for customer service roles or call center jobs in Colombia where you can build strong customer retention skills and help customers stay connected to essential digital services? Fusion CX is hiring Customer Service Associates for our Inbound Retention process in Medellín. If you excel at negotiation, active listening, and problem-solving, this is a strong opportunity to grow your career in customer experience and retention strategy. Whether you're exploring hiring in Medellín or searching for customer service jobs in Colombia with clear development pathways, this role offers long-term potential.
Job Description:
About the Role As a Customer Service Associate – Inbound Retention, you will support existing customers who may be considering cancelling their service. Your role is to understand their concerns, communicate clearly, and provide tailored solutions that help maintain customer loyalty. You will use negotiation skills, empathy, and product knowledge to retain customers and deliver a superior experience.
Key Responsibilities
- Handle inbound calls from customers who may be considering service cancellation.
- Identify customer concerns and provide tailored solutions, including discounts, upgraded plans, or troubleshooting assistance.
- Educate customers on the benefits of their fibre‑optic internet service, including speed, reliability, and value.
- Use negotiation and active listening to retain customers effectively.
- Document all customer interactions accurately in CRM tools.
- Meet and exceed retention KPIs, including save rates, quality metrics, and customer satisfaction.
- Collaborate with internal teams to resolve billing, technical, or service‑related issues.
- Maintain strong knowledge of service offerings, promotions, and competitive comparisons.
Note: Responsibilities may evolve based on business needs.
Job Requirements:
- Education: High school diploma or equivalent; technical or university studies preferred.
- Minimum 6 months of c
Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at5ev