Analista Comercial de Retenção | Rio de Janeiro/ RJ at Stone - Linkedin

Stone is seeking a Commercial Retention Analyst to join their team in Rio de Janeiro. This role is crucial for maintaining strong relationships with clients by understanding their needs and offering suitable solutions. The position involves both inbound and outbound communication via chat and phone to negotiate rates, prevent cancellations, and potentially offer new products, if appropriate. The primary goal is to address client concerns effectively, propose solutions, and ensure client satisfaction, fostering long-term loyalty.

The Commercial Retention Analyst will participate in training sessions for professional growth, attend performance review meetings, and develop action plans to achieve targets. Additionally, the analyst will have the opportunity to suggest improvements to existing tools, processes, and customer service channels.

Responsibilities:

• Provide excellent customer service through chat and telephone.
• Negotiate rates and handle cancellation requests.
• Offer new products based on client needs.
• Resolve client issues and propose effective solutions.
• Participate in training and development programs.
• Contribute to the improvement of customer service processes.

Requirements:

• Minimum 1 year of sales experience.
• Customer service experience.
• Strong verbal and written communication skills.
• Customer-focused and solution-oriented.
• Negotiation and influencing abilities.

Stone offers:

• Health and dental plans
• Meal and/or food vouchers
• Gympass
• Childcare assistance
• Life insurance
• Transportation voucher
• SESC membership
• Fixed salary + profit sharing
• Education benefits