Retention Analyst

About the vacancy

We are looking for a professional with a focus on customer retention and churn reduction. The person will be responsible for receiving and analyzing cancellation requests, identifying the causes of problems, and negotiating alternatives to keep the customer.

The position requires close relationship with customers, including in situations of dissatisfaction, as well as interaction with internal areas, such as Logistics and Finance, to seek quick and effective solutions.

What will be your activities

• Attend to customers by phone and WhatsApp, especially for contract cancellation requests;
• Analyze reasons for dissatisfaction and identify the cause of the customer's problem;
• Act in the reversal of cancellations, negotiating alternatives for customer retention;
• Follow up on requests until resolution, ensuring adequate and timely feedback;
• Interact with internal areas, such as Logistics and Finance, to solve problems that impact customer relationships;
• Register interactions, occurrences, and negotiations in the CRM;
• Monitor information and indicators related to cancellations and churn;
• Perform updates and controls in internal systems and Excel spreadsheets.

About you

You have experience with customer service and relationships, especially in managing critical situations and cancellation requests. You have negotiation skills, patience, and balance to deal with dissatisfied customers, seeking to understand the problem and present solutions that contribute to retention.

It is important to have experience with CRM, Excel, and contract cancellations, as well as good communication, organization, resilience, and a focus on results.