Customer Retention Specialist - Email and Phone Retention Agent
New
H
HarZaDTC e-commerce
Argentina. Colombia. Peru. Mexico. Dominican Republic, 8:00 AM to 5:00 PM Eastern TimeContractJunior
SalaryMonthly base pay plus a monthly performance bonus tied to retention KPIs.
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Job Details
- Languages
- For the email desk we need advanced written English; for the phone desk we need genuinely fluent spoken English.
- Experience
- 1+ year in customer support
- Required Skills
- ShopifyZendeskCustomer support
Requirements
- Have 1+ year of customer support experience.
- Ideally have experience on a retention, cancellation or save-desk team for a subscription or DTC e-commerce business.
- Be comfortable handling unhappy customers and turning conversations around.
- Have experience with helpdesk and subscription tools such as Gorgias, Zendesk, Recharge or Shopify.
- Maintain quality and speed on a busy queue while following guidelines without sounding robotic.
- Have reliable internet and a quiet home workspace.
- For the email desk, have advanced written English that is clear, natural and persuasive, with no grammar slips.
- For the phone desk, have genuinely fluent spoken English and be comfortable with US customers and different accents.
- Work full-time from 8:00 AM to 5:00 PM Eastern Time, five days a week, including rotating weekend coverage.
Responsibilities
- Handle inbound cancellation, refund and subscription requests end to end within SLAs.
- Diagnose the reason behind each customer request and select an appropriate retention path.
- Use approved save offers, pauses, exchanges and product education to address customer concerns.
- Handle objections empathetically and confidently by email or phone, without sounding scripted or applying pressure.
- Process cancellations, refunds and subscription changes accurately in CX and subscription platforms.
- Document each interaction so other team members can continue the conversation.
- Tag and report customer departure reasons.
- Work toward daily save rate, response time and quality score targets.
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