The Retention & Loyalty Specialist is responsible for strengthening customer relationships, reducing churn, and delivering value-driven solutions that promote long-term loyalty. This role focuses on managing complex and sensitive customer interactions, with the goal of retaining customers through effective problem resolution, negotiation, and trust-building. Retention & Loyalty Specialists establish rapport quickly, apply active listening and sound judgment to understand customer concerns, and identify underlying needs and risk factors. They confidently handle objections, present tailored solutions, and position value in a way that aligns with both customer expectations and business objectives. Success in this role requires strong emotional intelligence, resilience, and the ability to navigate challenging conversations while maintaining professionalism and composure. Requirements - English B1/B2 Spoken & Written (CEFR). - Strong verbal and written communication skills with the ability to build rapport and influence outcomes - Demonstrated ability to handle challenging conversations with professionalism and composure - Strong negotiation and objection-handling skills - High level of emotional intelligence and ability to manage sensitive customer interactions - Results-driven mindset with a focus on retention and customer satisfaction - Strong problem-solving and critical-thinking skills - Ability to multitask and navigate multiple systems efficiently - Attention to detail with accurate documentation skills - Adaptability and ability to perform in a fast-paced, performance-driven environment - Basic computer literacy and the ability to learn new tools and systems quickly - Flexibility to adapt to changing priorities, schedules, and business needs - Experience with cross-selling and upselling, with a proven ability to identify opportunities and contribute to achieving related performance KPIs - At least 1 year of experience in customer service, sales, or retention-focused roles - Experience in telecommunications or a similar industry is preferred - Legal Documentation: NIT & DPI

Requisitos

Edad del candidato: Mayor de 18 años
Experiencia requerida (años): 1
Nivel de estudios: Educación diversificada / Bachillerato
Idiomas: Inglés (intermedio)
Disponibilidad para viajar: No
Cambio de residencia: No

Beneficios

Actividades recreativas
Apoyo para estudios universitarios
Apoyo para maestrías o postgrados
Áreas recreativas en la empresa
Bonificación por resultados del equipo
Bonificación trimestral o semestral
Bono de productividad
Bono por puntualidad
Bonos de desempeño
Consultas médicas dentro de la empresa
Convenios con clínicas y hospitales
Cupones de descuento en comercios
Guardería o apoyo de cuidado infantil
Prestaciones de ley (aguinaldo, bono 14, vacaciones, IGSS, asuetos)
Programas de bienestar (gimnasio, mindfulness, nutrición)
Programas de referidos (bono por recomendación)
Programas de salud mental (psicología, asesoría)
Seguro de vida
Seguro médico