Description
Job Summary:
We are seeking a communicative, empathetic, and skilled negotiator to work in customer retention, offering solutions to prevent cancellations and ensure continued customer engagement.
Key Highlights:
1. Handle customer retention and negotiation
2. Identify reasons for dissatisfaction and offer solutions
3. Work with retention and performance targets
We are looking for a communicative and empathetic professional with strong negotiation skills to join our customer retention team.
The goal is to understand cancellation reasons, provide effective solutions, and propose alternatives that ensure the customer remains with the company.
**Key Responsibilities:**
* Attend to customers expressing intent to cancel their plan;
* Identify reasons for dissatisfaction and offer retention benefits or solutions;
* Negotiate proposals and present service differentiators;
* Record and update interactions in the system (CRM);
* Work with retention and performance targets;
* Collaborate with billing, support, and sales teams as needed.
**Requirements:**
* Completed high school education;
* Strong verbal and written communication skills;
* Empathetic profile with negotiation ability;
* Prior experience in customer service, retention, sales, or collections is a plus.