We are seeking an experienced, professional, and results-driven Retention Specialist to join our growing team in Mexico.

The Retention Specialist will be responsible for managing customers who are considering cancellation, expressing dissatisfaction, experiencing service-related concerns, or otherwise at risk of leaving the company. The primary objective of this role is to understand the root cause of the customer’s concern, take ownership of the situation, and work toward an appropriate resolution that protects both the customer relationship and the interests of the company.

This is not a traditional customer service position. The Retention Specialist is expected to manage complex and sometimes difficult conversations, identify the real reason behind a customer’s cancellation request, overcome objections, coordinate resolutions across departments, and confidently guide the customer toward continuing their relationship with the company.

The adecuado candidate is highly organized, persuasive, solutions-oriented,



and comfortable being held accountable to measurable retention and customer experience performance standards.

Key ResponsibilitiesCustomer Retention
- Manage inbound and outbound communication with customers who are at risk of cancellation.
- Speak directly with customers requesting cancellation and understand the underlying reason for their decision.
- Conduct detailed discovery conversations to identify concerns, objections, expectations, and potential solutions.
- Make every reasonable effort to retain customers before processing or recommending cancellation.
- Present appropriate solutions based on the customer’s specific situation.
- Clearly communicate the value of continuing with the company and reinforce the customer’s original goals and expectations.
- Handle objections professionally without creating unnecessary pressure or negatively affecting the customer experience.
- Recognize when a customer can be retained and when an issue requires escalatio

📌 Customer Retention Specialist (México)
🏢 Skysun
📍 México