Customer Retention Agent

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Reach out to customers during their notice period to present options for retention and relocation.

• Oversee the relocation process, ensuring it is conducted swiftly, systematically, and accurately as customers transition to new properties.

• Mitigate vacancies by utilizing current resident referrals and maintaining waitlists.

• Assist the Sales Supervisor with assigned cases, ensuring thorough follow-up for each situation.

• Update reservation statuses and stages in internal systems, including DM and Freshdesk.

• Manage keys effectively during the check-in and check-out procedures.

• Create tickets in Fixflo when necessary, ensuring clear communication with the Maintenance team.

• Deliver customer service and engage with customers through phone and email communications.

• Compile weekly performance reports that track metrics such as retention rates, relocation times, and their impact on occupancy.

⛳️ Requirements

• Prior experience in Sales, Customer Service, or Account Management, ideally within the hospitality, accommodation, student housing, or subscription services sectors.

• Knowledge or experience in customer retention processes and relocation strategies is advantageous.

• Proficient in Excel and familiar with analysis and reporting tools.

• Acquainted with CRMs and customer support platforms such as Freshdesk, DM, and Fixflo.

• Exceptional communication and negotiation abilities.

• A proactive, organized, and customer-centric approach.

• Capacity to handle multiple priorities, manage tasks effectively, and work with a sense of urgency.

• Strong analytical skills for tracking indicators and KPIs.

• Proficient in English (required).

• Spanish language skills are a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for career advancement and professional development.

• Comprehensive benefits package including health, dental, and retirement plans.

• Supportive and dynamic work environment.

• Employee discounts and perks.