Mid-level Retention Analyst – Cancellations
Omie
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Handle cancellation requests via phone, chat, WhatsApp and email channels;
- Work to reverse cancellation requests by resolving issues, managing expectations, answering questions and addressing conflicts;
- Propose retention plans and actions aimed at keeping customers active in the base;
- Suggest improvements to tools, processes and customer service channels;
- Participate in training, performance meetings and the creation of action plans.
Requirements
- Excellent communication skills;
- Knowledge of persuasion and negotiation techniques;
- Strong argumentation and reasoning skills;
- Good listener with active listening skills;
- Quick and resolution-oriented, with strong problem-solving skills;
- Resilient and able to perform in a dynamic environment;
- Prior experience in retention and/or sales preferred.
Benefits
- Flexible Benefit / Meal Voucher: R$ 40.00 per working day.
- Home office allowance.
- On-site commute support: transportation voucher. For those arriving by train/metro, a shuttle is available from the station to the office.
- Bradesco health plan.
- Amil Dental dental plan.
- Pharmacy assistance.
- Childcare assistance.
- Birthday day off so you can celebrate as you wish!
- Partner apps for accredited gym access to support physical health and well-being.
- Partnerships with online therapy and meditation platforms to support mental health.
- Partnership with SESC – Full Credential.
- Exclusive discounts at top universities and educational institutions for undergraduate, postgraduate and MBA courses, plus free access to Omie Academy for employees.
- Partnership for in-company English courses.
- Discount program on insurance.
- Swile Shop: exclusive discounts platform.
- Partnership with Dell: coupons up to R$ 2,000.00.
- PPRL (performance-based profit sharing program).
- Travel benefits.
- Life insurance.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
excellent communication skillspersuasion techniquesnegotiation techniquesargumentation skillsreasoning skillsactive listening skillsproblem-solving skillsresiliencedynamic environment performancecustomer retention