Customer Service Associate – Inbound Retention

About the role

Fusion CX is hiring an inbound retention customer service associate in San Salvador, El Salvador. You will engage with customers, understand their needs, address concerns and provide solutions that support customer satisfaction and retention, using active listening, professional communication and problem-solving to build relationships and retain customers through consultative conversations.

Key responsibilities

• Deliver positive customer experiences through professional, customer-focused interactions.
• Build trust by understanding customer needs and concerns.
• Identify customer requirements and provide appropriate solutions.
• Retain customers through consultative conversations, negotiation and effective objection handling.
• Assist customers with account inquiries and payment arrangements when needed.
• Meet performance goals while maintaining high service quality and customer satisfaction.
• Communicate clearly, listen actively and handle concerns professionally, adapting to business needs.

Required profile

• Solid B2 English level, with a score of 85% or higher.
• Experience in retention, customer service or collections is an advantage.
• Full schedule flexibility.
• Positive mindset, professionalism, adaptability and willingness to learn.

Required skills

• Excellent verbal communication and active listening.
• Strong negotiation, persuasion and problem-solving abilities.
• Customer-focused attitude and genuine interest in helping others.

What we offer

• A supportive environment that values employee development and performance.
• Skills building in customer service, retention, negotiation and customer engagement.
• Career growth and advancement opportunities.
• Paid training and continuous development.
• Performance recognition programs and supportive leadership.