
Customer Retention Specialist
1 dia atrás
We are looking to hire a **Customer Retention Specialist.**The main function of this role is to work with all REFUNDS and DROP OUT cases (students who stopped paying but have not submitted any return request).
**_
Please submit all resumes or CV's in English._**
**Requirements**:
- Advanced level of English (+B2) and Spanish (C2).
- High listening skills (every detail mentioned in the conversation with the client matters.
- Excellent level of argumentation and conviction.
- Experience in the sales sector and experience in Retention is a Must.
- High level of problem solving.
- Ability to work with objections.
- Ability to work with emotions (emotional intelligence).
- A general understanding of the EdTech industry.
Just so you know, this is an operational/execution role, not a strategical role.
What you will do:
- Reach out to customers promptly, following SLA standards.
- Ensure commitment to each customer for achieving desired outcomes.
- Assign a dedicated manager to handle communication with each customer.
- Share daily reports on worked cases to enhance departmental processes.
- Log all case-related details accurately in the CRM system.
- Document provided solutions in Hubspot and direct them to relevant departments via Jira.
- Use company resources exclusively for communication purposes.
- Maintain communication standards for all customer interactions.
- Continuously refine communication skills based on feedback for better outcomes.
- Ensure critical information exchange between retention and other departments regarding student agreements.
What we can offer you:
- 100% remote collaboration.
- Professional development in the international team.
- A comfortable digital office. We use modern digital tools — Slack, Notion, Zoom, Hubspot, HiBob — to make collaborating together seamless.
- Diverse and tight-knit team spread out across the US, Israel, LatAm, and more
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