Retention Specialist

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

📋 Description

• Oversee the complete retention and cancellation process.

• Evaluate all assigned cancellations and strive to retain client accounts.

• Track retention logs and alert the supervisor about any potential backlog or delays.

• Provide timely and efficient responses to clients.

• Utilize retention scripts to maximize customer retention whenever possible.

• Collaborate with the claims department to address all cancellation issues that could affect claims.

• Responsible for reviewing and monitoring all clients and the measures implemented to retain them as needed.

• Develop a clear and thorough understanding of Policy and Claims procedures.

⛳️ Requirements

• A minimum of a high school diploma.

• At least 2 years of call center experience is mandatory.

• Experience as a Retention Specialist, particularly in managing service cancellation calls, is preferred.

• Exceptional verbal and written communication skills (proficiency in English is essential).

• Strong skills in conflict resolution and problem-solving.

• Exhibits outstanding customer service abilities, empathy, and the capacity to address customer concerns and objections professionally while supporting retention goals.

• Proficient in computer skills, including the Microsoft Office Suite and internet navigation.

• Maintains a positive and professional attitude, demonstrating confidence and an engaging, energetic presence during customer interactions.

• Shows sound judgment and effective decision-making capabilities.

🏝️ Benefits

• Monthly incentive bonus: COP 333,000.00 target, variable based on individual performance.