Customer Relationship - Retention

Description

Job Summary: We are seeking a professional to manage customer relationships, with a focus on retention, diagnosing reasons for cancellation, and offering customized solutions to ensure satisfaction and loyalty. Key Highlights: 1. Focus on customer retention and loyalty. 2. Clear and empathetic communication with customers. 3. Negotiation and persuasion skills. SegMedic is a healthcare assistance company committed to delivering excellent outpatient care and personalized attention to individuals. With units in Nova Iguaçu, Nilópolis, São João de Meriti, and Rio de Janeiro, we provide access to over 25 medical specialties and a broad range of 3\.000 complementary and laboratory tests. OPPORTUNITY FOR THE Customer Relationship \- Retention TEAM We are looking for an energetic and motivated individual to join our team! RESPONSIBILITIES Proactively and receptively contact customers who request cancellation of their subscriptions. **Diagnosis of cancellation reasons:** listen to and understand the customer's reason. **Offering solutions:** provide customized alternatives (discounts, fee waivers, plan adjustments, available appointment slots) to prevent cancellation. Track each customer’s interaction history in the CRM system to ensure comprehensive service follow-up. Monitor retained customers to confirm that offered solutions are well received and that customer satisfaction increases, thereby re-engaging the patient. **Retention targets:** work with clear retention rate goals. **Reporting:** continuously provide feedback on the most frequent cancellation reasons and suggest improvements to internal processes. REQUIRED COMPETENCIES Prior experience in customer service or proactive support, with emphasis on problem resolution and retention. **Clear and empathetic communication:** ability to overcome objections and build trust with customers. **Product/service knowledge:** understanding of SegMais solutions and how to present them in a customized manner to customers. Proficiency with CRM tools (RD Station) for contact logging and follow-ups. **Negotiation and persuasion skills:** ability to identify solutions meeting the patient’s needs. **Result-oriented and objective:** capable of achieving retention and loyalty targets. BENEFITS Meal or Food Allowance Transportation Allowance Medical Assistance (in-house network) TotalPass ADDITIONAL INFORMATION **Location:** Centro, Nova Iguaçu\-RJ **Work schedule:** 44 hours per week On-site position