English Retention & Customer Care Advisor

About the role

The Retention & Customer Care Advisor role in Lisbon focuses on customers who are thinking about cancelling their service or changing their plan. These conversations are important, and they require empathy as well as sound judgement. You will listen to what is driving the customer's decision, explain the options available and propose a solution that meets their real needs, whether that means a plan adjustment, a discount within approved limits, or a better explanation of a feature they have not used.

You will treat every conversation with respect, even when the customer is angry, and you will never pressure someone into a decision that does not suit them. Each outcome is recorded in our CRM, and insights from these calls help product and pricing teams improve the offer.

Requirements

• fluent English at C1 level or higher, which is the minimum for this role.
• You should be confident on the phone, persuasive without being pushy, and comfortable working with targets that reward good customer outcomes.
• Rotating shifts apply.

What we offer

• Incentives tied to positive retention results and training in negotiation and objection handling.