Chat Retention Representative

Company Overview:

Outplex is recognized as one of the leading call centers and customer contact organizations for superior quality, professionalism and results. Outplex is a top Teleservices contact center providing sales and services from some of the most recognized companies today! Our success can be attributed to one thing outstanding employees who provide superior services and products to our customers. Come find out for yourself what is the Outplex difference!

Job Description:

OutPLEX is seeking experienced and resilient Chat Retention Agents to join our high-performing team. As a key player in our customer success strategy, you'll be responsible for handling 3 to 4 live chat conversations simultaneously, focusing on retaining their subscription, resolving concerns, and promoting continued engagement. Candidates must have a background in sales or customer retention and demonstrate a stable and successful work history. This is an On-site position for our office located in Chapinero, near by Los Rosales neighborhood, Bogota, Colombia.

Duties and Responsibilities:

• Handle 34 concurrent chat sessions efficiently while maintaining high service quality.
• Retain customers by understanding their concerns and offering tailored solutions to prevent churn.
• Utilize persuasive communication and problem-solving skills to drive positive outcomes.
• Maintain in-depth knowledge of products, services, and retention strategies.
• Meet or exceed performance targets including retention rates, chat handling time, and customer satisfaction.
• Remain calm, focused, and resourceful under high-pressure or stressful situations.
• Accurately document interactions and follow up on unresolved issues.
• Skills and specifications:
• Ability to multi-task as you will be taking multiple chats at once
• Ability to work under pressure and be articulate and professional
• Attention to detail with emphasis on accuracy and quality
• Effectively communicate the full range of available products and services offered
• Customer service experience either face to face, phone or chat
• Experience with call centers a plus
• Sales or retention experience a must!
• Chat or messaging experience a plus
• Remain calm, focused, and resourceful under high-pressure or stressful situations.
• Ability to type at least 50 WPM with 0 errors
• Ability to work independently researching information
• Must be proficient on the computer which includes being able to navigate through the web and various tools provided.
• Must be motivated and sales driven (bonus structure involved)!
• Outstanding spelling, grammar, and communication skills a must!

Benefits:

• Paid training
• Comfortable working environment
• Opportunities for growth
• Outplex is an Equal Opportunity Employer.

*Local Candidates In Bogota Only*