Customer Experience Retention Advisor

About the role

The Customer Experience Retention Advisor at Wuffes is a remote role aimed at re-engaging customers who have cancelled or are at risk of churning. The advisor makes proactive, empathetic outbound calls and sends SMS messages, offering tailored solutions and incentives to recover subscriptions and retain lifetime value. Candidates are sought in Latin America, particularly Mexico or Colombia.

Key responsibilities

• Resolve customer inquiries and issues by phone promptly and accurately, aiming for a high first-contact resolution rate.
• Maintain strong product knowledge and give product information, recommendations and assistance to improve the shopping experience and increase sales.
• Meet or exceed individual and team targets, including customer satisfaction scores and other metrics.
• Process orders, returns and warranties according to company policies and procedures.
• Keep knowledge of products, policies and procedures up to date.
• Identify opportunities to improve processes and help implement solutions that enhance the customer experience.
• Maintain a positive, professional attitude in all customer interactions.

Required profile

• At least 1-2 years of customer service experience, preferably in a call center or retail environment.
• Excellent spoken and written English.
• Ability to work a flexible schedule, including evenings, weekends and holidays.
• Proven ability to handle challenging customer interactions with professionalism and empathy.

Required skills

• Strong problem-solving and quick thinking.
• Proficiency with computers and customer service software.
• Sales skills: identifying sales opportunities and promoting Wuffes products.
• Attention to detail, conflict resolution and resilience under pressure.