Ejecutivo de Fidelización

About the role

Tigo is looking for a proactive Customer Retention Executive to help keep its clients satisfied and loyal. You will work on the front line, contacting existing and recently cancelled customers to present benefits, resolve issues, and encourage continued service.

Key responsibilities

• Make outbound calls to assigned customers to communicate benefits, updates, promotions, and surveys.
• Identify opportunities to improve the customer’s current plan and align it with ongoing campaigns.
• Contact customers who have cancelled within the same month to negotiate reconnection and meet churn‑reduction targets.
• Handle inbound calls and emails from customers intending to cancel, applying retention tools and strategies.
• Manage downgrade requests while minimizing impact on average revenue per user.
• Coordinate and follow up on service transfer requests.

Required profile

• High school diploma; pursuing a degree in Business Administration, Industrial Engineering or related field is desirable.
• Minimum 2 years of experience in customer service or sales.
• Native Spanish speaker; intermediate or advanced English is a plus.
• Basic to intermediate proficiency in Excel.
• Strong negotiation, clear communication, and ability to follow protocols.

Required skills

• Excel (basic‑intermediate)