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Customer Retention Specialist (with Spanish)

unlimited holidays - extra holidays - extra parental leave - long remote period allowed

Remote:

Full Remote

Experience:

Entry-level / graduate

Work from:

Philippines, Colombia, District of Columbia (USA), United States

Offer summary

Qualifications:

Advanced English and Spanish proficiency, Experience in sales and retention, Problem-solving skills and emotional intelligence.

Key responsabilities:

Handle customer refunds and drop out cases
Reach out promptly following SLA standards
Assign dedicated managers for each customer
Maintain communication standards with all interactions
Log case details accurately in CRM system

TripleTen E-learning Scaleup https://linktr.ee/

51 - 200 Employees

See more TripleTen offers

Job description

TripleTen is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course. Our employability rate among graduates is 87% across our Full Stack Development, Quality Assurance (QA) and Data Analytics.

We are looking to hire a Customer Retention Specialist. The main function of this role is to work with all REFUNDS and DROP OUT cases (students who stopped paying but have not submitted any return request).

Please submit all resumes or CV's in English.

What you will do:

Reach out to customers promptly, following SLA standards.
Ensure commitment to each customer for achieving desired outcomes.
Assign a dedicated manager to handle communication with each customer.
Share daily reports on worked cases to enhance departmental processes.
Log all case-related details accurately in the CRM system.
Document provided solutions in Hubspot and direct them to relevant departments via Jira.
Use company resources exclusively for communication purposes.
Maintain communication standards for all customer interactions.
Continuously refine communication skills based on feedback for better outcomes.
Ensure critical information exchange between retention and other departments regarding student agreements.

Requirements:

Advanced level of English (+B2) and Spanish (C2).
High listening skills (every detail mentioned in the conversation with the client matters).
Excellent level of argumentation and conviction.
Experience in the sales sector and experience in Retention is a Must.
High level of problem solving.
Ability to work with objections.
Ability to work with emotions (emotional intelligence).
A general understanding of the EdTech industry.

Just so you know, this is an operational/execution role, not a strategical role.

Nice to have:

Work experience in a help desk, call center, and/or professions related to customer service.
Portuguese knowledge.

What we can offer you:

100% remote collaboration.
Professional development in the international team.
A comfortable digital office. We use modern digital tools — Slack, Notion, Zoom, Hubspot, HiBob — to make collaborating together seamless.
Diverse and tight-knit team spread out across the US, Israel, LatAm, and more!