Customer Service Associate – Inbound Retention – El Salvador

Are you looking for inbound customer service jobs or call center jobs in El Salvador, where you can build strong customer retention skills and support fibre-optic internet users? Fusion CX is hiring Customer Service Associates for our inbound retention process in El Salvador. If you enjoy problem-solving, active listening, and helping customers stay connected with tailored solutions, this role offers a strong foundation for career growth in customer engagement and retention strategy.

Job Description:

About the Role
As a Customer Service Associate – Inbound Retention, you will engage with existing customers who may be considering cancelling their service. You will use negotiation, empathy, and solution-oriented communication to understand customer concerns, present viable options, and help customers remain satisfied with their fibre-optic internet service. Your work directly contributes to retention KPIs and customer loyalty.

Key Responsibilities

• Handle inbound calls from customers who may be considering cancelling their service.
• Identify customer concerns and offer tailored solutions such as discounts, upgraded plans, or troubleshooting.
• Educate customers on the benefits of fibre-optic internet, including performance, reliability, and long-term value.
• Use negotiation and active listening skills to retain customers effectively.
• Accurately document all interactions in CRM tools.
• Meet and exceed retention KPIs, such as save rates and customer satisfaction targets.
• Collaborate with internal support teams to resolve billing or technical issues.
• Maintain a strong understanding of current service offerings, promotions, and competitor comparisons.
  Note: Responsibilities may evolve based on business needs.

Job Requirements:

• Education: High school diploma or equivalent (college preferred).
• Minimum 6 months of call center experience in retention, sales, or customer service.
• Strong negotiation, persuasion, and objection-handling skills.
• Ability to de-escalate concerns while maintaining professionalism.
• Fluent in English and/or Spanish, depending on campaign needs.
• Ability to work rotating schedules, including weekends and holidays.
• Basic understanding of fibre-optic technology (training provided).
• Proficiency in CRM tools such as Salesforce, Zendesk, or similar platforms.
• Strong problem-solving ability and adaptability in a fast-paced environment.
• Ability to pass required background and compliance checks.

Why Join Fusion CX El Salvador?

Build specialized skills in retention, negotiation, and customer engagement.

• Work in a supportive operational environment that values development and performance.
• Gain exposure to fibre-optic technology and customer-retention strategies.
• Grow into quality, training, senior associate, or supervisory roles.

If you are looking for inbound customer service jobs in ELS, customer retention opportunities or call center jobs in El Salvador with long-term development potential, apply today and begin your journey with Fusion CX.