Customer Care role enhancing client satisfaction and relationships for a rapidly scaling FinTech startup based in Lisbon. Collaborating with various teams and managing customer interactions via chat.
About the role
- Agente de Retenção cuidando da experiência dos alunos na EBAC Online. Foco em entender necessidades e garantir melhor atendimento.
Responsibilities
- Handle inbound and outbound contacts with customers who wish to cancel or change courses;
- Investigate reasons for cancellations or exchanges, analyze each case and propose viable alternatives (plans, benefits, renegotiations, service adjustments);
- Apply retention policies with clarity, empathy, and responsibility;
- Open cancellation tickets as instructed;
- Identify patterns in requests and report insights to improve services, processes, and retention;
- Escalate cases to other departments when necessary, following internal criteria and guidelines;
- Ensure service quality and meet established retention targets;
- Contribute to a collaborative environment focused on results and team engagement.
Requirements
- Familiarity with technology (system operation, Microsoft Office suite);
- Strong verbal and written communication skills;
- Teamwork;
- Agility and adaptability;
- Ability to meet deadlines and requirements;
- Resilience;
- Empathy;
- Strong negotiation skills.
Benefits
- Inclusion of people with disabilities (PwD)
- Opportunities for personal and professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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