Retention Agent

Description

Job Summary: We are seeking a dynamic professional to work on customer retention—reversing cancellations and managing financial arrears—with a strong focus on user experience. Key Highlights: 1. Strategically reduce churn and ensure financial sustainability. 2. Negotiate and overcome objections to reverse cancellations. 3. An environment that challenges constant growth and delivers real impact. If you are goal-driven, resilient in conducting **negotiations**, and skilled at **transforming objections into strategic solutions** through assertive communication, this opportunity is for you! We are looking for a dynamic professional to join our **Retention** team. The core objective of this role is to directly preserve our customer base by reversing cancellation requests and managing financial arrears with an emphasis on user experience. **Your Mission:** Serve on the front line, strategically reducing *churn* and ensuring the financial sustainability of operations—guaranteeing customers derive maximum value from our services. Interested? Review the requirements below and apply. We’d love to meet you! **Responsibilities and Duties** * **Retention (Churn):** Proactively contact customers who have requested cancellation, identify the "true reason" for leaving, and offer viable solutions to reverse the decision. * **Delinquency Management:** Contact overdue customers, negotiate payment terms and amounts, and conduct consultative collections to resolve outstanding debts. * **Formalization:** Manage the end-to-end contract process—including sending, signing, and verifying contracts—to ensure legal security for operations. * **Recordkeeping:** Maintain up-to-date CRM records documenting interactions, reasons for departure, and negotiation history. **Requirements and Qualifications** * **Proven experience in customer service, negotiations, and objection handling.** * Fluent verbal and written communication, with excellent diction and assertive vocabulary. * Familiarity with CRM tools (Salesforce, HubSpot, or similar). * Basic understanding of contract validity, digital signatures, and fundamental legal terms. **Additional Information** This is a **CLT and on-site** position. **Location:** Asa Norte \- Brasília\-DF. **Schedule:** 40 hours per week, Monday to Friday, 9:00 AM to 6:00 PM. **Benefits Offered:** Health insurance with co-payment and full dental coverage; Meal allowance or food allowance via Caju card (your choice); Transportation allowance; Birthday day off; Childcare assistance for children up to 6 years old; Access to an affordable psychotherapy platform; Annual training budget; SESC membership; IGDcard for snacks from our snack machine; Hours, team-building events, and a highly enjoyable work environment. Learn more about us: Official Website Instagram LinkedIn At **Ignição Digital Group**, we hold a clear commitment: **transforming lives through digital businesses**. For 17 years, we’ve led the market by teaching ordinary people how to build digital products from absolute zero—guiding them to achieve R$100,000 in revenue within just 7 consecutive days (the “6em7” milestone)—and helping them scale those results to extraordinary levels. We are not merely a digital marketing education company—we are an ecosystem for accelerating results. Working with us means: * **Culture of Excellence:** Being at the forefront of digital strategies. * **Real Impact:** Witnessing firsthand the transformation of thousands of students and entrepreneurs. * **Constant Evolution:** An environment that challenges you to improve with every product launch.