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Retention and Engagement Manager

hace 3 semanas

Limón, Limón, Costa Rica Varsity Tutors A tiempo completo
Senior Customer Retention Specialist

About This Role:

We're looking for an experienced Senior Customer Retention Specialist to join our team in Costa Rica. As a key member of our operations team, you will play a critical role in driving customer engagement and retention through effective issue resolution and relationship-building.

Key Responsibilities:

  1. Provide exceptional customer service by managing high-volume inbound phone calls, addressing client concerns, and resolving issues efficiently.
  2. Develop and execute strategies to prevent customer churn, including recommending relevant products and services that meet clients' educational needs.
  3. Cultivate strong relationships with internal teams to ensure seamless communication and collaboration.
  4. Stay up-to-date with industry trends and best practices in customer retention and relationship-building.
  5. Continuously seek opportunities for growth and improvement, embracing feedback and coaching to enhance performance.

Requirements:

  • Fluent English language skills.
  • At least 3 years of experience in high-level customer escalations, account management, client relations, hospitality, or tourism, preferably over the phone.
  • Education, teaching, or tutoring experience preferred but not required.
  • Proven ability to work effectively in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Excellent communication and interpersonal skills, with a strong focus on building trust and rapport with clients and colleagues alike.

Benefits:

  • Competitive hourly rate ($12/hr USD).
  • Full-time position (40 hours per week).
  • Fully remote position.
  • A chance to contribute to pioneering work in online and mobile learning.
  • A supportive and dynamic work environment with opportunities for growth and professional development.