About the Company
Teleperformance is a global leader in digitally integrated business services, connecting the biggest and most respected brands in the world with their customers. We are innovators, committed to providing the best possible customer experience through advanced technology, a global reach, and a deep understanding of human interactions. Join our diverse team and become part of a company that values growth, performance, and a supportive work environment.
Job Description
We are seeking highly motivated and empathetic individuals to join our team as Remote Subscription Cancellation Agents. In this crucial role, you will engage with customers who are considering canceling their subscriptions, with the primary goal of understanding their reasons and offering solutions to retain their business. This is a 100% remote position, allowing you to work from the comfort of your home while still being an integral part of our customer success initiatives. Full training will be provided to ensure you are equipped with all the knowledge and tools necessary to succeed.
Key Responsibilities
- Engage with customers via phone, chat, or email who express intent to cancel their subscriptions.
- Actively listen to customer concerns, feedback, and reasons for cancellation.
- Proactively identify and present solutions, alternative subscription options, or special offers to encourage retention.
- Educate customers on product features, benefits, and value proposition.
- Accurately document all customer interactions and outcomes in the CRM system.
- Collaborate with internal teams to resolve complex customer issues and escalate as necessary.
- Achieve and exceed individual and team retention targets.
- Maintain a high level of professionalism and customer service at all times.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Ability to empathize with customers and de-escalate difficult situations.
- Proficiency in basic computer skills and navigating multiple applications simultaneously.
- Reliable high-speed internet connection and a quiet home office environment.
- Self-motivated with a strong work ethic and ability to work independently.
- Adaptability to a fast-paced and evolving work environment.
Preferred Qualifications
- Previous experience in customer service, sales, or retention roles.
- Familiarity with CRM software (e.g., Salesforce, Zendesk).
- Experience working in a remote or work-from-home capacity.
- Ability to speak Spanish fluently in addition to English.
Perks & Benefits
- Competitive hourly wage with performance incentives.
- Attractive retention bonus program.
- Comprehensive paid training.
- Medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and holidays.
- Opportunities for career advancement within a global company.
- Employee assistance program.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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