Customer Retention Representative

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Voyager Global Mobility A tiempo completo

OUR COMPANY:

Voyager Global Mobility (VGM) is a leading provider of car leasing solutions tailored for the mobility app industry, including services for companies like Uber and DiDi. With our headquarters in New York City, USA, we operate a global network of branches across the United States and Latin America, committed to offering exceptional service and innovative solutions to our clients.

POSITION OVERVIEW:

We are seeking a dynamic and motivated Customer Retention Representative to join our Bogotá team.

This role is pivotal in driving our retention efforts through our Global Business Services (GBS) team based in Colombia, providing support to various branches in the United States and multiple countries in Latin America. The ideal candidate will be responsible for generating new business opportunities, maintaining client relationships, and achieving retention targets.

KEY RESPONSIBILITIES:

  • Customer Retention:
    Receive and manage scheduled returns, making outbound calls to clients planning on returning their vehicle to change their mind .
  • Product Explanation:
    End to end knowledge to explain the benefits and features of our various car leasing products to clients, ensuring their understanding and how our offerings meet their needs.
  • Client Support:
    Provide outstanding customer service by addressing client questions and concerns promptly. Guide and influence clients through the benefits and value props to ensure they are kept as a customer.
  • Retention Tracking
    : Accurately document all client interactions, progress, and outcomes in our CRM (Customer Relations Management) tools. Monitor and report on individual performance metrics and client feedback.
  • Collaboration:
    Work closely with the operations, branch and billing team to ensure client needs are met and ensure any negative experience is addressed.
  • Market Insights:
    Stay informed about industry trends and competitor offerings to better address client inquiries and enhance retention strategies.

QUALIFICATIONS:

  • Experience:
    Previous experience in a telephone sales or customer service role, ideally within the car leasing or mobility sector.
  • Language Proficiency:
    Exceptional Fluency (Speaking and Writing) in Spanish and English is required. Additional languages are advantageous
    (Urdu,Russian, Arab, Hindi, Portuguese, Chinese-Mandarin, Italian)
  • Technical Skills:
    Proficiency in using CRM systems, Microsoft Office Suite, Google environment, and other related tools.
  • Education:
    High school diploma or equivalent; a degree in business, marketing, or a related field is a plus.
  • Availability:
    Willingness to work flexible hours to accommodate different time zones across the United States and Latin America.
  • Location:
    Colombia resident, preferably of Bogota or Medellin.

SALARY:

  • Competitive salary: 3 to 5 million Colombian pesos
  • Legal benefits
  • An outstanding company with an excellent work environment
  • Career path opportunities

Important:
To ensure efficient communication and evaluation of your qualifications, we kindly request that all CVs and LinkedIn profiles be submitted in English. This will allow us to assess your skills and experience accurately within our recruitment process. Thank you for your understanding.

Note:
The Company reserves the right to modify essential Job functions and qualifications

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