Bilingual Customer Expert Retentions
Youre the player were missing on this TOP Team!
We are seeking a proactive and customer-focused Customer Retention Advisor to join our team. The primary responsibility of this role is to strengthen customer relationships, resolve issues that may lead to cancellations, and ensure long-term loyalty by providing outstanding service and tailored solutions.
A successful candidate will be adaptable, tech-savvy, and passionate about helping people while maintaining a high level of professionalism in every interaction.
What youll be doing:
Deliver personalized support to customers considering account cancellation or service discontinuation.
Identify customer needs and provide solutions to enhance their satisfaction and overall experience.
Effectively communicate the value of products and services, highlighting features, benefits, and updates that address customer concerns.
Use active listening and empathy to handle objections and complaints with professionalism.
Implement retention strategies, including promotions, loyalty programs, or customized offers, to encourage customers to remain with the company.
Collaborate with internal teams (sales, technical support, customer service) to resolve escalated cases quickly and effectively.
Track and document all retention activities and customer feedback in the system with accuracy.
Stay informed about market trends, competitor offerings, and new company initiatives to position the company as the best choice for customers.
Meet or exceed performance goals related to retention rates, customer satisfaction, and overall engagement.
Meet performance metrics related to service quality, response time, resolution rates, and customer satisfaction.
Required Skills & Qualifications
Strong interpersonal and negotiation skills.
Ability to remain calm, persuasive, and professional in challenging situations.
Experience in customer service, account management, or retention roles preferred.
Tech-savvy with the ability to quickly learn new systems and processes.
Goal-oriented mindset with a passion for building long-term customer relationships.
The TOP Team is looking for someone who:
B2 English level.
Enjoys helping others and solving situations with a positive attitude.
Proactive, responsible, empathic, and a good listener.
Lets talk about benefits:
Long-term contract.
Employee fund.
Volunteer programs.
Career plan.
Life insurance coverage.
Conditions:
English B2
42 hours per week
Schedules: 8:00 a 20:00, Two days off
Salary: COP $2.666.666 / MO
Location: Presential Conecta Bogotá
This is what sets us apart:
We are experts in global digital business services in 100 countries with nearly 500,000 employees worldwide! Great Place To Work® has certified us as one of the best places to work in the country and the world. We dont stop innovating and we always go beyond.
At TP, we champion diversity, equity, and inclusion in every connection. We value the unique perspectives and identities of our clients and colleagues, fostering an inclusive culture where all voices are heard, valued, and respected. Our commitment to diversity strengthens our connections, drives meaningful impact, and shapes a more equitable world.
Make a difference with the TOP Team!