Retention Analyst

Description

Job Summary: Customer service focused on retention and loyalty, seeking solutions and enhancing the customer experience. Key Highlights: 1. Focus on customer loyalty and satisfaction 2. Opportunity to work on retention and negotiation 3. Improving customer experience through feedback **Required Knowledge, Experience, and Prerequisites:** * Experience in customer service (in-person, phone, or WhatsApp) * Strong communication and negotiation skills * Active listening, empathy, and professional demeanor * Resilient profile to handle challenging situations * Proficiency with systems and basic Microsoft Office suite * Organizational skills and problem-solving focus **Preferred Qualifications:** * Experience in retention, negotiation, or collections * Familiarity with goals and performance metrics **Job Responsibilities:** * Provide in-person, phone, and WhatsApp support to customers requesting cancellation * Understand reasons for cancellation requests and explore alternatives for retention * Negotiate solutions according to customer needs * Record interactions and cancellation reasons in the system * Support improvement of customer experience using received feedback * Focus on customer loyalty and satisfaction Monday to Friday, 9:00 AM to 6:00 PM; Saturday, 8:00 AM to 12:00 PM. \+ benefits Employment Type: Full-time Compensation: R$2\.100,00 per month Work Location: On-site