This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Business Retention Representative (RBAR) based in Brazil.
We are seeking a customer-focused and results-driven Business Retention Representative to help strengthen customer relationships and reduce cancellations in a competitive service environment. In this role, you will engage with existing customers, understand their concerns, and identify tailored solutions that encourage long-term loyalty. You will combine active listening, consultative communication, and problem-solving skills to address service issues, respond to objections, and present relevant retention options. By balancing customer satisfaction with business objectives, you will contribute to improved retention rates and a positive customer experience. This opportunity is well suited to a proactive professional who thrives in a customer-facing environment, enjoys resolving challenges, and is motivated by measurable performance goals. You will play an important role in building trust, protecting customer relationships, and supporting sustainable business growth.
Accountabilities
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Customer Retention: Engage with existing customers who are considering cancelling their services, identify the reasons behind their decisions, and develop appropriate strategies to retain their business.
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Customer Needs Assessment: Conduct effective conversations to understand customer concerns, service expectations, and individual circumstances, ensuring that recommendations address their specific needs.
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Issue Resolution: Investigate customer complaints, service-related challenges, and billing concerns, coordinating with the relevant teams when necessary to achieve timely and satisfactory resolutions.
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Retention Solutions: Present suitable service options, plan adjustments, promotions, or alternative solutions, where available and authorized, to encourage customers to maintain their subscriptions.
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Objection Handling: Address customer concerns professionally and confidently, using active listening, empathy, negotiation, and persuasive communication to overcome objections.
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Customer Relationship Management: Build positive, lasting relationships by demonstrating professionalism, patience, and a genuine commitment to customer satisfaction.
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Sales and Retention Performance: Work toward established retention targets, customer satisfaction objectives, and other performance indicators while balancing customer needs with business goals.
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Documentation and Reporting: Maintain accurate records of customer interactions, cancellation reasons, retention offers, and resolution outcomes in the appropriate systems.
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Cross-Functional Collaboration: Work with internal departments to resolve complex cases, escalate issues when appropriate, and improve the overall customer experience.
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Continuous Improvement: Identify recurring customer concerns, share feedback with relevant teams, and contribute to initiatives that improve retention strategies, service quality, and customer loyalty.
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Policy and Procedure Compliance: Follow established retention guidelines, customer service standards, and applicable data privacy and security requirements.
Requirements:
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Previous experience in customer service, customer retention, contact centers, account management, sales, or a related customer-facing role.
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Strong verbal and written communication skills, with the ability to explain solutions clearly and adapt communication to different customer needs.
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Excellent active listening, empathy, negotiation, and objection-handling skills.
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Demonstrated ability to resolve customer concerns, manage difficult conversations, and remain professional in challenging situations.
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A customer-oriented mindset combined with a results-driven approach and the ability to work toward measurable performance targets.
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Strong problem-solving and decision-making skills, including the ability to assess customer needs and recommend appropriate solutions.
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Good organizational skills and attention to detail, particularly when documenting interactions and managing multiple customer cases.
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Ability to use customer relationship management systems, contact center software, and other digital tools to record interactions and manage customer information.
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Ability to work collaboratively with colleagues and other departments while also managing responsibilities independently.
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Flexibility to adapt to changing priorities, customer demands, and business procedures in a fast-paced environment.
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Commitment to maintaining customer confidentiality and following company policies and relevant data protection standards.
Preferred Qualifications:
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Experience in telecommunications, internet services, subscription-based businesses, or other recurring-revenue industries.
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Previous experience in cancellation prevention, customer win-back initiatives, or customer loyalty programs.
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Familiarity with retention metrics, customer satisfaction indicators, and performance-based service environments.
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Experience using CRM platforms, ticketing systems, and contact center technologies.
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Strong sales instincts and the ability to identify opportunities to retain customers while maintaining a positive customer experience.
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Experience working in structured, target-driven teams where service quality and productivity are measured.
Benefits:
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Career development: Opportunity to develop customer retention, negotiation, conflict resolution, and relationship management skills.
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Professional growth: Potential to build experience in customer success, account management, sales, and customer experience operations.
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Customer impact: The opportunity to influence customer satisfaction, loyalty, and long-term business relationships.
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Performance-driven environment: Clear objectives and measurable outcomes that support professional development and accountability.
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Collaborative workplace: Opportunities to work with cross-functional teams to resolve customer issues and improve service delivery.