Customer Retention Representative

eTeacher Group

Customer Retention Representative focused on improving customer retention for eTeacher Group. Handling customer concerns via calls and emails to prevent cancellations and enhance satisfaction.

Posted 5/26/2026full-timeRemote • 🇦🇷 ArgentinaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Improve customer retention by handling customer concerns and escalating issues as needed.
Perform outbound calls and interactions by e-mail to uncover customers' needs, offer solutions, resolve concerns and prevent cancellations.
Provide immediate follow-up on customer complaints/concerns.
Use specialised offers and tools to retain customers and escalate issues requiring extensive problem-solving.
Resolve problems regarding billing, receive and process customers' payments.
Exceed customer satisfaction, efficiency metrics and issue resolution targets.
Accurately enter customer’s information into the database.
Simultaneously navigate multiple software applications and technologies.
Work with the finance department.

Requirements

What you’ll need

Bilingual (English/Spanish) is a must.
Good home office working environment (quiet space, high-speed internet connection, ability to activate webcam at all times)
Excellent communication and relationship-building skills.
Knowledge and ability to cope with and resolve escalated customer service issues.
Sense of Urgency.
Strong problem-solving and conflict skills are a must.
Strong attention to detail, ability to follow directions, and ability to work independently.
Ability to effectively multi-task.
Regular and reliable attendance.
Experience in a call center environment is a plus (training will be provided).
Proficiency with computers is an advantage along with an aptitude to learn our phone and database systems.
Mathematical skill is required to calculate figures and amounts such as discounts, proportions, and percentages.
Negotiation skills.

Benefits

Comp & perks

Competitive pay based on experience with additional financial incentives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer retentionproblem-solvingbillingpayment processingdata entrymathematical skillscall center experiencemulti-taskingcomputer proficiencynegotiation

Soft Skills

bilingualcommunication skillsrelationship-buildingsense of urgencyattention to detailindependencereliabilityconflict resolutionability to follow directionscustomer service