Customer Service Associate – Inbound Retention – Medellín, Colombia

Are you looking for customer service roles or call center jobs in Colombia where you can build strong customer retention skills and help customers stay connected to essential digital services? Fusion CX is hiring Customer Service Associates for our Inbound Retention process in Medellín. If you excel at negotiation, active listening, and problem-solving, this is a strong opportunity to grow your career in customer experience and retention strategy. Whether you’re exploring hiring in Medellín or searching for customer service jobs in Colombia with clear development pathways, this role offers long-term potential.

Job Description:

About the Role

As a Customer Service Associate – Inbound Retention, you will support existing customers who may be considering cancelling their service. Your role is to understand their concerns, communicate clearly, and provide tailored solutions that help maintain customer loyalty. You will use negotiation skills, empathy, and product knowledge to retain customers and deliver a superior experience.

Key Responsibilities

• Handle inbound calls from customers who may be considering service cancellation.
• Identify customer concerns and provide tailored solutions, including discounts, upgraded plans, or troubleshooting assistance.
• Educate customers on the benefits of their fibre-optic internet service, including speed, reliability, and value.
• Use negotiation and active listening to retain customers effectively.
• Document all customer interactions accurately in CRM tools.
• Meet and exceed retention KPIs, including save rates, quality metrics, and customer satisfaction.
• Collaborate with internal teams to resolve billing, technical, or service-related issues.
• Maintain strong knowledge of service offerings, promotions, and competitive comparisons.

Note: Responsibilities may evolve based on business needs.

Job Requirements:

• Education: High school diploma or equivalent; technical or university studies preferred.
• Minimum 6 months of call center experience, preferably in retention, sales, or customer service.
• Strong negotiation, persuasion, and objection-handling skills.
• Ability to de-escalate customer concerns professionally.
• Fluent in English and/or Spanish, depending on campaign requirements.
• Ability to work rotating shifts, including weekends and holidays.
• Basic understanding of internet services and fibre-optic technology (training provided).
• Proficiency in CRM platforms (Salesforce, Zendesk, or equivalent).
• Strong problem-solving skills and ability to adapt in a fast-paced environment.
• Must successfully complete background screening as required by the process.

Why Join Fusion CX?

Build strong retention, negotiation, and customer-engagement expertise valued across the CX industry.

• Work in a supportive, high-performance operations environment where growth is recognized.
• Gain exposure to customer psychology, fibre-optic technology, and real-time savings strategies.
• Develop clear career pathways into senior associate, quality, training, or supervisory roles.

If you’re seeking call center hiring in Medellín for retention roles or exploring customer service jobs in Colombia with long-term growth opportunities, apply now and start building your career with Fusion CX.