Relationship Agent

Description

Job Summary: We are seeking a communicative and empathetic professional to join our Relationship team, providing customer support and ensuring agility and quality in service delivery to achieve customer satisfaction and loyalty. Key Highlights: 1. Omnichannel support (phone, WhatsApp, chat, email) 2. Focus on customer experience and satisfaction 3. Development of retention and relationship-building initiatives We seek a communicative, empathetic, and customer-experience-focused professional to join our Relationship team. This person will be responsible for supporting customers across multiple service channels, ensuring agility, service quality, and resolution of requests—contributing to customer satisfaction, retention, and loyalty. Key Responsibilities * Conduct proactive and reactive customer support via phone, WhatsApp, online chat, and email. * Clarify inquiries regarding products, services, contracts, and company processes. * Record and track requests until their effective resolution. * Monitor and meet service-level indicators (SLA, Average Handling Time \- AHT, and abandonment rate). * Identify, record, and report technical failures, service outages, and network disruptions to the responsible departments. * Conduct post-support follow-up via customer satisfaction surveys and relationship-building campaigns. * Send invoices, duplicate financial documents, and provide payment-related guidance. * Perform preventive collections and negotiate outstanding financial obligations. * Collaborate with other company departments to ensure resolution of customer requests. * Develop retention initiatives aimed at reducing cancellations and strengthening customer relationships. * Maintain up-to-date records of all interactions in the company's systems. * Uphold service excellence, delivering a positive experience across all touchpoints.