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Join to apply for the Customer Retention Advisor role at FPS Innovation Labs Operations Headquarter: Bogotá, Colombia About Us Full Potential Solutions (FPS) is a performance-based technology services firm headquartered in Boston, MA with operations across 19 locations in 11 countries. FPS puts culture and employees first, employing the best people, processes and proprietary technology to deliver omnichannel solutions for clients and provide fulfilling careers for employees. Mission: create an environment in which people thrive, invest in people, put culture first, happy teams achieve great things. FPS offers competitive suite of employee benefits, including lucrative compensation program, medical, dental and vision benefits and opportunity for accelerated career growth. Our Core Values Integrity – Do what’s right for everyone: clients, shareholders, partners & colleagues. Team is more important than self. Create an atmosphere of mutual respect. Excellence – Deliver exceptional client results, reward and recognize performance, maintain relentless pursuit of improvement. Accountability – Act like an owner. Take pride in work. Measure results. Be passionate. Grace – Respect and appreciate differences. Care for one another. Be humble. Make work personal. Job Description We are looking for a highly motivated and customer-focused Customer Retention Advisor to join our on-site team. In this role, you will handle inbound calls and interact with customers to provide support and resolve account-related issues. Your primary goal is to retain customers who are considering canceling their service by understanding concerns, offering solutions, and promoting the value of our offerings. Responsibilities Handle inbound calls from existing customers regarding accounts, services, or concerns about cancellation. Proactively identify and address reasons why customers may want to cancel, offer tailored solutions to resolve issues. Demonstrate empathy, patience, and professionalism in every interaction. Educate customers on product features, benefits, and promotions that may enhance satisfaction and loyalty. Accurately document customer interactions and outcomes in the system for future reference and quality assurance. Meet or exceed individual and team performance metrics, including retention rates, customer satisfaction, and call handling time. Stay updated on product changes, promotions, and retention techniques to remain effective and informed. Uphold company policies and compliance standards in all customer interactions. Qualifications At least 1 year of experience in customer service and retention, or sales – preferably in a call center environment. Experience in retention, sales, and customer service is a requirement; must be able to execute basic sales skills in a high‑performance environment. Excellent written communication skills with the ability to clearly and professionally convey solutions. Strong problem‑solving skills and the ability to think on your feet during real‑time interactions. Empathy‑driven approach with a strong focus on customer satisfaction and relationship‑building. Ability to multitask and have organizational and data entry skills. Strong attention to detail and the ability to follow directions. Excellent customer service and communications skills. Effective comprehension and analytical skills, as well as the ability to summarize information and offer solutions. Strong outgoing personality and great work ethic. Comfortable working in a fast‑paced environment with performance targets. Proficiency in using chat platforms, CRM tools, and standard office software. Flexible work hours and availability for day, evening, night, weekend, and holiday. Overtime may be required. Must be willing to go through pre‑employment background checks and assessments. Willing to work on‑site. Department: Operations, Role: Agent, Location: Bogotá, Colombia Contact: FOX Talent Acquisition Hiring status: Full‑time, Entry level, Other, IT Services and IT Consulting. Referrals increase your chances of interviewing at FPS Innovation Labs by 2x. #J-18808-Ljbffr
