Retention and Loyalty Agent

Responsibilities

• Atender solicitudes de cancelación y contactos de clientes en riesgo de abandono
• Identificar la razón real detrás de la intención de cancelar mediante escucha activa
• Resolver el problema de fondo cuando esté dentro de tu alcance
• Presentar alternativas, ajustes y ofertas de retención dentro de los parámetros autorizados
• Documentar el motivo de cancelación y el resultado con precisión para el análisis de abandono
• Cumplir los objetivos de tasa de retención sin recurrir a prácticas de presión
• Escalar problemas sistémicos que generan cancelaciones para su corrección de raíz
• Aportar información sobre las causas recurrentes de abandono
• Mantener la confidencialidad conforme a la Ley 1581 de 2012
• Participar en calibraciones y capacitaciones de retención

Requirements

• Español nativo o equivalente
• Uno a tres años de experiencia en retención, servicio al cliente, ventas o negociación
• Excelente escucha activa y capacidad de manejar conversaciones emocionales con calma
• Orientación a resolver, no solo a persuadir
• Bachillerato completo
• Disponibilidad para trabajar de forma presencial en Cali
• Documento de identidad colombiano vigente o permiso de trabajo válido

Preferred

• Experiencia específica en retención o salvamento de clientes
• Experiencia en telecomunicaciones, suscripciones, servicios financieros o SaaS
• Inglés B1 o superior
• Conocimiento de análisis de causas de abandono

What we offer

• Direct employment with Corpshore Colombia under the Colombian Labour Code
• Full social security affiliation: health (EPS), pension and occupational risk (ARL)
• Statutory service bonus (prima de servicios)
• Severance and severance interest (cesantías e intereses) as required by law
• Transport allowance where required by law
• Paid annual leave under the Labour Code, with additional days for length of service
• Prepaid medicine or supplementary health plan from day one, with family cover options
• Paid initial training and continuous development throughout employment
• Sponsored professional certification for eligible roles (COPC, ITIL, Six Sigma, HDI, ICMI, technical and cloud certifications)
• Language development support, with a focus on progression from B2 to C1 in English
• Documented career path with internal promotion prioritised
• Dual-monitor workstation and ergonomic seating at onsite locations
• Onsite, hybrid and remote arrangements depending on the role
• Staff wellbeing programme, including on-site psychological support for accounts handling sensitive content
• Access to career opportunities across the global Corpshore network

How to apply

Apply directly on this page. Attach your CV in Spanish, English or both. If no current vacancy matches your profile, join our talent community and we will contact you when a suitable role opens. Applications are reviewed daily. Shortlisted candidates are contacted within five business days.

Equal opportunity and data protection

Corpshore Colombia is an equal opportunity employer. We consider all qualified applicants without regard to gender, age, origin, religion, disability, marital status or any other characteristic protected under Colombian law. Personal data provided during the selection process is handled in accordance with Law 1581 of 2012 and Decree 1377 of 2013. It is used solely for recruitment purposes and retained under our documented retention policy. You may exercise your rights of access, rectification, update and deletion by contacting info@corpshore.solutions. The supervisory authority is the Superintendencia de Industria y Comercio.