Retention Assistant

Description

**Position Description:** The Retention Assistant will be directly responsible for managing customer relationships, seeking to understand their needs and offering effective solutions to ensure continued engagement and satisfaction with the company's services. We seek a communicative, empathetic professional with strong negotiation skills, who is results-oriented and committed to excellence in customer service. **Expected Responsibilities \- Customer Service and Retention:** * Customer Service and Retention: * Contact customers who request cancellation; * Understand their needs, questions, and complaints; * Offer alternatives and solutions to retain them; * Conduct negotiations clearly, empathetically, and strategically; * Ensure high-quality and timely service. **Service Management and Processes:** * Record customer interactions and service details in the system; * Follow up on resolved cases; * Adhere to departmental processes and routines; * Maintain organized and up-to-date records; * Ensure excellence in customer relationship management. **Performance and Results:** * Focus on achieving targets and KPIs; * Pursue continuous improvement in performance; * Help reduce cancellation rates; * Participate in training sessions and apply daily improvements; * Contribute to a collaborative, results-driven environment. **You’ll be a stronger fit if you have:** * Strong verbal and written communication skills; * Proficiency in negotiation and conflict resolution; * An empathetic profile focused on customer service; * Proactivity and organizational skills; * Ability to work with goals and metrics; * Familiarity with CRM systems and service recordkeeping; * Resilience and emotional balance during negotiations. **Preferred Qualifications:** * Bachelor’s degree; * Experience in customer retention or relationship management; * Experience in customer service; * Experience working with goals and metrics; * Knowledge of CRM and service support systems. **Compensation and Benefits:** Salary \+ Benefits \+ Bonus; * Transportation allowance; * Meal allowance; * Birthday day off; * Performance-based variable compensation tied to goal achievement. * Weekly bonus; * Education platform; * Discount and health benefits card; * Career development plan. Employment type: Full-time, CLT permanent contract Compensation: R$2\.000,00 \- R$2\.200,00 per month Benefits: * Medical insurance; * Dental insurance; * Education assistance; * Company-provided mobile phone; * Commercial partnerships and discounts; * Meal voucher; * Transportation allowance. Work location: On-site