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Tiempo completo

Retention & Loyalty Specialist

TELUS Digital, Guatemala, Guatemala, Guatemala

06/05/2026 Tiempo completo Código: NT816467

Hace 45 dias

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Sobre este puesto

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