Customer Service Representative- Retention

Job Summary / Overview

Our retention agents implement customer retention strategies to increase loyalty and retain business. They analyze customer feedback, negotiate with customers, and implement retention strategies. Your knack for problem solving will not only diffuse situations, but point out new value and result in an upsell.

The Communication agent must provide excellent support on every single contact following processes and policies in the politest and professional manner accomplishing the LOB metrics.
• Responds to retention calls for all Cox residential services and product lines.
• Exercises creative negotiation skills to motivate customers to continue using Cox services.
• Offers additional or upgraded services, while providing a quality customer experience.
• Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Acknowledging and resolving customer complaints.
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Educate customers on the value of our services

Education and Specific Training
• Intermediate English level (B2)
• High school diploma preferred

Work Experience
• Not necessary

San José, San José, Pavas
Otro
Otro
Call center
Inglés: Intermedio superior (B2)
Ingreso bruto mensual.450 000

Teleperformance Costa Rica S.A

Teleperformance, the worldwide leading provider of outsourced CRM and contact center services, has been serving companies around the world, providing superior results in managing their customer care, technical support and debt collection programs. In 2009, the Teleperformance Group achieved €1.848 billion revenues (US$2.6 billion – average exchange rate at December 31, 2009: €1 = US$1.39).
The Group operates about 83,000 computerized workstations, with more than 100,000 employees (Full-Time Equivalents) across 276 contact centers in 51 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries.

juarezvives.5@teleperformance.cr
Lunes a Viernes de 8:00am a 5:00pm
200 Mts Este de Plaza Mayor, Bv. de Rohrmoser, San José
10109, Carmen , San José, San José
Costa Rica