OutPLEX is seeking experienced and resilient Chat Retention Agents to join our high-performing team. As a key player in our customer success strategy, you'll be responsible for handling 3 to 4 live chat conversations simultaneously, focusing on retaining their subscription, resolving concerns, and promoting continued engagement. Candidates must have a background in sales or customer retention and demonstrate a stable and successful work history. This is an On-site position for our office located in Chapinero, near by Los Rosales neighborhood, Bogota, Colombia.
Duties and Responsibilities:
-Handle 34 concurrent chat sessions efficiently while maintaining high service quality.
-Retain customers by understanding their concerns and offering tailored solutions to prevent churn.
-Utilize persuasive communication and problem-solving skills to drive positive outcomes.
-Maintain in-depth knowledge of products, services, and retention strategies.
-Meet or exceed performance targets including retention rates, chat handling time, and customer satisfaction.
-Remain calm, focused, and resourceful under high-pressure or stressful situations.
-Accurately document interactions and follow up on unresolved issues.
-Skills and specifications:
-Ability to multi-task as you will be taking multiple chats at once
-Ability to work under pressure and be articulate and professional
-Attention to detail with emphasis on accuracy and quality
-Effectively communicate the full range of available products and services offered
-Customer service experience either face to face, phone or chat
-Experience with call centers a plus
-Sales or retention experience a must!
-Chat or messaging experience a plus
-Remain calm, focused, and resourceful under high-pressure or stressful situations.
-Ability to type at least 50 WPM with 0 errors
-Ability to work independently researching information
-Must be proficient on the computer which includes being able to navigate through the web and various tools provided.
-Must be motivated and sales driven (bonus structure involved)!
-Outstanding spelling, grammar, and communication skills a must!