Telephone Retention Operator (Hybrid Model)

Description

DESCRIPTION **About the position** ------------------- At MPA, we are looking for a **Telephone Retention Operator** to handle customer cancellation requests, primarily driven by financial reasons. Your main objective will be to retain customers and prevent service cancellation through effective communication, negotiation techniques, and tailored solutions adapted to each situation. If you have a commercial orientation, negotiation skills, and are motivated by goal-oriented work, this may be an excellent opportunity to develop your professional career. **Main responsibilities** ------------------------- * Analyze received cancellation requests and identify the reasons and needs of each customer. * Contact customers who have requested service cancellation via telephone. * Present alternatives, benefits, and commercial conditions that support continued customer engagement. * Negotiate effectively using available resources, such as discounts, promotions, or service enhancements. * Achieve established productivity and retention targets. * Accurately record and update all actions performed in the CRM. * Follow up on agreements reached and verify their proper execution. * Identify opportunities to improve loyalty processes and propose actions contributing to increased retention. **Requirements** -------------- ### **Education** * Vocational training or university degree at intermediate or higher level, preferably in commercial, administrative, or related fields. ### **Experience** * Minimum of **6 months** of experience in retention, customer service, telemarketing, or similar roles. ### **Knowledge** * Proficient use of computer tools and CRM systems. * Knowledge of negotiation techniques and results-oriented telephone customer service. ### **Competencies** * Goal- and results-oriented mindset. * Persuasion and negotiation ability. * Excellent communication skills. * Strong organizational and time management skills. * Ability to manage a high volume of interactions. **What do we offer?** ------------------- * Initial training to facilitate integration into the role and familiarization with work tools. * Hybrid working model: **50% onsite and 50% remote**. * Working hours from **11:00 to 19:00**. * Join a specialized team focused on customer loyalty and experience. **Location:** Juan Ignacio Luca de Tena, 6 San Blas\-Canillejas 28027, Madrid