Customer Retention and Relationship Builder

hace 4 días


San José, San José, Costa Rica Support Services Group A tiempo completo

About the Role:

We are seeking a highly skilled Customer Retention Representative to join our team at Support Services Group Costa Rica. This role is an excellent opportunity for individuals who thrive in fast-paced environments and are passionate about delivering exceptional customer experiences.

Key Responsibilities:

  • Manage inbound and outbound calls with efficiency and courtesy, ensuring timely resolution of customer inquiries and issues.
  • Follow conversation prompts and scripts when handling different topics, providing tailored solutions that meet customer needs.
  • Identify customers' needs, clarify their information, research their issues, and provide effective solutions or alternatives.
  • Seize opportunities to upsell products when they arise, promoting relevant offerings to enhance customer satisfaction.
  • BUILD sustainable relationships by going the extra mile to engage customers and address their concerns.
  • Maintain accessible, comprehensive records of all conversations in our call center database, ensuring seamless communication and issue tracking.
  • Meet or exceed personal/team qualitative and quantitative targets, driving business growth and excellence.

Requirements and Qualifications:

  • 1-2 years of proven experience in retention, collections, or outbound sales, demonstrating a track record of success in customer-centric roles.
  • Excellent written and verbal communication skills, with the ability to effectively convey complex information and resolve customer complaints.
  • Strong phone and verbal communication skills, including active listening skills, to ensure empathetic understanding of customer needs.
  • Ability to address complaints and issues with effective solutions and a positive attitude, maintaining a customer-focused approach.
  • Comfortability with CRM systems and best practices, leveraging technology to drive customer engagement and retention.
  • Empathetic customer focus, flexibility to manage diverse personality types, and adaptability to changing situations.
  • Ability to multi-task, set priorities, and manage time effectively, balancing multiple responsibilities and deadlines.

About Support Services Group:

Benefits:

  • Full-Time & Part-Time Schedules: We offer 9 hours schedules as Full-Time and 6 hours schedules as Part-Time schedules, allowing you to balance work and personal life.
  • Cool Clients: We partner with innovative companies, offering stability and opportunities for growth.
  • Growth Opportunities: As a fast-growing company, we have numerous opportunities for career advancement and professional development.
  • Competitive Salaries: We offer great compensation in USD, paid bi-weekly, with performance-based incentives.
  • Work from Home (limited): Eligible agents can work from home on certain projects, based on performance and client agreements.


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