Customer Retention Officer

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

📋 Description

• Provide service and assistance to clients through live chat, email, and phone communication.

• Diagnose client issues and propose appropriate solutions.

• Engage with clients via outbound calls for purposes defined by the department.

• Reach out to clients who have not finalized account verification or submitted necessary documentation.

• Assist clients who are struggling to fund their accounts and recommend alternative options.

• Foster relationships with high-value clients to ensure the seamless continuation of business operations.

• Collect and relay client feedback on products, services, and payment methods to management.

• Maintain up-to-date client records and document all communications and guidance provided.

• Contact clients regarding any pending account issues.

• Manage live-chat inquiries in specified languages.

• Perform additional tasks as assigned by the Account Manager or management team.

⛳️ Requirements

• Proficient in both English and Portuguese, with exceptional written and verbal communication capabilities.

• Demonstrated experience in delivering customer service and support through chat, email, and phone.

• Strong analytical and problem-solving skills to effectively resolve customer inquiries.

• Capable of managing multiple tasks and prioritizing efficiently.

• Familiarity with customer support software and CRM systems.

• Detail-oriented with solid organizational and record-keeping skills.

• Skilled in building and maintaining client relationships.

• Background in financial services or online trading is preferred.

🏝️ Benefits

• Competitive compensation package.

• 21 days of paid time off annually.

• 15 sick leave days per year.