обновлено 6 дней назад
Customer Care Specialist (Retention)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Care Specialist (Retention): Managing inbound and outbound customer interactions to drive retention and loyalty with an accent on resolving cancellation requests and identifying upsell opportunities. Focus on delivering Amazing Service while maintaining high performance metrics and collaborating across departments to ensure customer success.
Location: Must be based in Guadalajara, Mexico (Onsite 5 days per week). Must be able to work Arizona (MST) time zone.
Company
is a global leader in AI-powered customer experience and team collaboration platforms, trusted by over 100,000 businesses worldwide.
What you will do
- Handle inbound and outbound calls from existing customers to address service needs and cancellation requests.
- Utilize real-time resources to overcome objections and drive account retention.
- Identify root causes of customer issues and provide effective, timely solutions.
- Collaborate with Legal, Sales, Operations, and Technical Support teams to meet customer expectations.
- Identify opportunities to upsell or cross-sell additional products and services.
- Maintain compliance with service level agreements and quality assurance standards.
Requirements
- 2+ years of experience in retention, sales, or customer-facing phone support.
- English language fluency (verbal and written) is required.
- Must be able to work onsite in Guadalajara, Mexico, 5 days per week.
- Must be able to work Arizona (MST) time zone, including potential weekends and holidays.
- Proficiency in MS Office, Google Workspace, and Microsoft Teams.
- Strong problem-solving, negotiation, and interpersonal skills.
Culture & Benefits
- Comprehensive health insurance for employee, legal partner, and children under 25.
- Life insurance coverage (24x monthly salary).
- Financial benefits including 30-day Christmas bonus, 50% vacation premium, and matched savings fund.
- Generous vacation and personal day policy.
- Access to ongoing learning, development, and career advancement opportunities.
- Employee Assistance Program and wellness initiatives.
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