Turn customer conversations into opportunities to build loyalty and protect customer value. Fusion CX is hiring Retention Specialists in Colombia to manage customer retention and follow-up interactions, understand the reasons behind potential churn, and present personalized solutions that encourage customers to stay. This role combines customer service, customer retention, consultative sales, and objection handling. You will primarily support Home Services such as Internet, TV, and Landline, while identifying appropriate opportunities for Mobile services, upgrades, repackaging, and additional services.

Job Descriptions:

About the Role As a Retention Specialist, you will engage with existing customers to understand their concerns, identify the root causes of potential churn, and use approved save strategies to address objections and strengthen customer loyalty. The role requires strong communication, negotiation, persuasion, and value-based selling skills, along with a results-focused approach to retention and sales performance.

Key Responsibilities




- Prevent customer cancellations through effective retention and save strategies.
- Identify customer needs and understand the root cause of potential churn.
- Handle price, service, and competitor objections effectively.
- Shift customer conversations from price to value by presenting relevant solutions.
- Identify and perform upgrades, cross-selling, and repackaging opportunities.
- Promote Mobile services when appropriate to the customer's needs.
- Manage the approved retention budget per customer.
- Coordinate technical visits or escalations when required.
- Maintain strong conversational control while delivering a positive customer experience.
- Work toward Retention, Save Rate, ARPU, Conversion, Quality, CSAT, and Productivity targets.

Job Requirements:
- High school diploma.
- English proficiency at B2–C1 level.
- Experience in Customer Service, Sales, Retention, Collections, or BPO.
- Strong communication and

📌 Retention Specialist – Customer Retention (Colombia)
🏢 Fusion CX
📍 Colombia