The retention Specialist Responsible for managing retention and followup interactions with existing customers, identifying the reasons behind potential churn and presenting personalized solutions that strengthen loyalty while protecting and increasing customer value.
The role combines
Customer Service Retention Consultative Sales Objection Handling
The specialist will work primarily with Home Services such as Internet, TV and Landline, while identifying appropriate opportunities for Mobile, upgrades, repackaging and additional services.
Key Responsibilities
Prevent customer cancellations through effective save strategies.
Identify customer needs and the root cause of churn.
Handle price, service and competitor objections.
Shift conversations from price to value.
Perform upgrades, crossselling and repackaging opportunities.
Promote Mobile services when appropriate.
Manage the approved retention budget per customer.
Coordinate technical visits or escalations when required.
Maintain strong conversational control and customer experience.
Achieve Retention,
Save Rate, ARPU, Conversion, Quality, CSAT and Productivity targets.
Minimum Requirements
High school diploma.
English B2C1.
Customer Service, Sales, Retention, Collections or BPO experience.
Strong communication and objectionhandling skills.
Negotiation and persuasion capability.
Results and KPI orientation.
Schedule flexibility.
Ability to work with multiple systems.
Preferred Experience
Telecommunications ISP.
Previous retention or outbound sales.
Internet, TV or Mobile products.
Experience with sales, conversion, ARPU or retention KPIs.
Bolsa de trabajo Colombia ofrecemos puesto de Retention Agents para el sector de CallCenter Telemercadeo en la empresa FUSION BPO SERVICES S.A.S. de Medellín. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Jornada completa.