Customer Service Representative – Wireline Retention & Loyalty – El Salvador

Are you searching for a call center job in El Salvador with strong earning potential and career growth? Fusion CX is hiring a Retention & Loyalty Associate for our Wireline support program. This is an excellent opportunity for professionals looking for a BPO job in El Salvador focused on customer retention, inbound sales, and account management within a fast-paced contact center environment.

If you have experience in customer service, sales, or retention and want to build a long-term career in the call center industry, this role offers performance-driven rewards and professional development.

Job Description:

About the Role

As a Retention & Loyalty Associate, your primary responsibility is to retain existing customers who are at risk of disconnecting or cancelling their services. This role requires a consultative, sales-driven approach where you will ask strategic questions, identify customer pain points, and present tailored promotions, loyalty offers, and optimized service plans to prevent churn.

You will manage high-level customer interactions, including escalations, while maintaining a professional, confident, and engaging communication style across phone, SMS, email, and chat channels.

Key Responsibilities

• Handle a high volume of inbound customer interactions via phone, SMS, email, and chat.
• Manage retention-focused conversations by identifying churn risk and applying proven save techniques.
• Ask targeted discovery questions to understand dissatisfaction, billing concerns, service issues, or competitive threats.
• Promote and sell retention offers, including promotions, renewals, plan optimizations, migrations, and loyalty incentives.
• Meet or exceed retention rate, save rate, and revenue targets aligned with sales and customer experience KPIs.
• Resolve complex account concerns, such as billing disputes, service issues, and escalated cases.
• Perform outbound follow-up calls to complete saves, confirm resolutions, or reinforce customer commitment.
• Accurately document all interactions, outcomes, and account updates in a web-based CRM system.
• Support key call drivers, including renewals, cancellations (save attempts), new connections, and plan migrations.
• Escalate unresolved or high-risk cases to leadership by following proper tracking procedures.
• Track and manage individual KPIs, such as retention performance, sales conversion, quality scores, and schedule adherence.
• Maintain strict confidentiality of customer accounts, billing, and personal information.
• Collaborate with supervisors and peers to improve objection handling, negotiation techniques, and retention strategies.

Job Requirements:

Education

• High school diploma

Experience & Skills

• 1–2 years of call center experience in Customer Service, Retention, Sales, or Technical Support
• Proven ability to meet sales targets and retention KPIs in a contact center environment
• Strong negotiation, persuasion, and objection-handling skills
• Excellent listening, probing, and rapid comprehension abilities
• Strong English verbal and written communication skills
• High School Diploma (required)
• Proficient computer skills; experience using CRM systems preferred
• Ability to multitask effectively in a high-volume call center setting
• Team-oriented mindset with a strong work ethic

Why Join Fusion CX?

Looking for a stable BPO job in El Salvador that rewards performance and supports career growth? At Fusion CX, you will:

• Work in a structured, performance-driven call center environment
• Develop advanced sales, retention, and customer engagement skills
• Gain hands-on experience managing high-value customer accounts
• Receive ongoing coaching and professional development
• Be part of a collaborative and goal-oriented team

If you are ready to grow your career in a call center job in El Salvador and build expertise in retention, inbound sales, and customer experience, apply today and take the next step with Fusion CX.