Retention Analyst
Unifique
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Respond to customer cancellation requests, aiming to identify and resolve the issue that led to the cancellation in order to retain the customer;
- Assess technical feasibility of service delivery, offer alternative plans, and complete sales with the goal of reversing cancellation requests;
- Review customer records, payment information, subscribed plans, and service history in customer profiles to address customer needs during interactions;
- Activate or deactivate plans and generate charges on the customer account to complete cancellation procedures;
- Open, record, escalate, and close tickets in the system to control and keep customer information organized;
- Analyze connection logs and call records to gather information that helps resolve support cases;
- Log tasks and maintain internal spreadsheets to track activities and handle specific situations;
- Independently access customer routers and perform basic configurations to resolve simple technical issues.
Requirements
- Good communication, organizational skills, and a sense of responsibility
- Innovative mindset
- Proficiency in Microsoft Office
- Bachelor’s degree completed or in progress in Administration, Communications, Sales, or related fields.
Benefits
- Health insurance
- Dental plan
- Pharmacy discount program
- Life insurance
- Transportation allowance
- Meal allowance
- Education assistance
- Complimentary internet
- School supplies assistance
- Maternity support allowance
- Unifique Bonus Program (PPR)
- Quinquennial bonus (service tenure award)
- Psychological support (counseling)
- Childcare assistance
- Assistance for children with disabilities
- Birthday gift
- Uniforms and equipment
- Partnerships and partner discounts
- Discounts on Unifique services
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
basic configurationstechnical feasibility assessmentcustomer record reviewservice history analysisticket managementconnection log analysispayment information handlingsales completioncancellation proceduresinternal spreadsheet maintenance
Soft skills
communicationorganizational skillsresponsibilityinnovative mindset
Certifications
Bachelor’s degree in AdministrationBachelor’s degree in CommunicationsBachelor’s degree in Sales