Customer Service & Retention Specialist
New
C
Community Sports PartnersSports programs
Remote within Latin America, Toronto/Eastern evening and weekend coverageFull-Time
SalaryBase pay: US$1,000 per month, plus performance-based retention bonuses.
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Job Details
- Languages
- Excellent spoken and written English
- Required Skills
- Customer serviceCRM
Requirements
- Have customer-service experience, ideally with renewals, retention, or complaint resolution.
- Have excellent spoken and written English.
- Be confident handling customer conversations by phone.
- Bring empathy, sound judgment, and the ability to explain options clearly under pressure.
- Be organized and detail-oriented.
- Have experience maintaining CRM or support-system records.
- Provide evidence of personal actions and results, distinguishing individual achievements from team performance.
- Have a reliable remote-working setup and availability for the agreed customer-service schedule.
Responsibilities
- Respond to customer enquiries by phone, email and SMS with clear information and timely follow-through.
- Investigate complaints, coordinate solutions with operations, and keep customers informed until issues are resolved.
- Follow up with customers at risk of leaving, understand their concerns, and explain options within company policies.
- Handle renewal and re-enrolment conversations and approved campaigns to win back former customers.
- Maintain accurate CRM notes, follow-up commitments, and reasons for cancellations or non-renewal.
- Escalate refund, credit, or policy exceptions for approval and respect customer decisions.
- Report recurring service issues and opportunities to improve customer satisfaction and retention.
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