Retention Specialist – Bonus Structure

Acerca de la Empresa

Telefónica España is a leading integrated telecommunications operator, providing a comprehensive range of services including fixed and mobile telephony, broadband, and television. As part of the global Telefónica Group, we are committed to connecting people and businesses, driving innovation, and delivering exceptional customer experiences across Spain. Join a dynamic team dedicated to shaping the future of digital communication.

Descripción del Trabajo

We are seeking a highly motivated and results-oriented Retention Specialist to join our customer success team in Valencia. In this critical role, you will be responsible for proactively engaging with customers, understanding their needs, and preventing churn by offering tailored solutions and ensuring their continued satisfaction with our services. This position offers a competitive bonus structure tied directly to your success in customer retention.

Responsabilidades Clave

• Proactively identify at-risk customers and initiate contact to address their concerns.
• Conduct in-depth discussions to understand customer feedback, issues, and reasons for potential service cancellation.
• Develop and present customized solutions, product upgrades, or service alternatives to retain valuable customers.
• Negotiate terms and conditions effectively to achieve mutually beneficial outcomes.
• Document all customer interactions, feedback, and resolutions accurately in the CRM system.
• Collaborate with sales, technical support, and product teams to resolve complex customer issues.
• Provide exceptional customer service while maintaining a professional and empathetic approach.
• Achieve and exceed individual and team retention targets, contributing to the company's growth.
• Stay informed about competitor offerings and industry trends to better position our services.

Habilidades Requeridas

• Proven experience in customer service, sales, or retention roles.
• Excellent verbal and written communication skills in Spanish and English.
• Strong negotiation and persuasion abilities.
• Exceptional problem-solving and conflict resolution skills.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to work independently and as part of a team in a fast-paced environment.
• Customer-centric mindset with a passion for delivering outstanding service.

Cualificaciones Preferidas

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Previous experience in the telecommunications industry.
• Fluency in additional languages (e.g., Valencian).
• Demonstrated track record of meeting or exceeding retention targets.

Ventajas y Beneficios

• Competitive base salary with an attractive bonus structure based on performance.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement within a global company.
• Employee discounts on Telefónica products and services.
• Vibrant and collaborative work environment.
• Flexible working hours options (where applicable).

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