RETENTION ASSISTANT

Description

Job Summary: Responsible for customer retention, negotiating contractual adjustments and reversing cancellations to maintain customer satisfaction and company revenue. Key Highlights: 1. Focus on customer retention and cancellation reversal 2. Negotiation of contractual adjustments and commercial terms 3. Empathetic and effective service aimed at customer loyalty Responsible for directly handling customer retention, conducting title transfer negotiations, contractual adjustments, and other negotiations to prevent contract cancellations, enhance customer satisfaction, and sustain company revenue. Service is delivered remotely, covering customers from the states of Paraná (PR) and Mato Grosso do Sul (MS). * Conduct inbound and outbound service interactions focused on retaining customers who express intent to cancel. * Negotiate contractual adjustments, title transfers, and commercial terms in accordance with company policy. * Identify customer motivations for cancellation and propose solutions meeting their needs. * Ensure agile, empathetic, and effective service aimed at customer loyalty and positive customer experience. * Operate in compliance with departmental scripts and guidelines, adhering to retention processes and targets. * Collaborate closely with Commercial, Finance, and Customer Service departments to support customer needs. * Ensure retention efforts contribute to maintaining an active customer base and preventing revenue loss. * Cancellation reversal.