Teleperformance is seeking a Reactivation Agent to reconnect with former customers, understand their past concerns, and help them rediscover the value of our service. This role is focused on building trust, addressing objections, and offering personalized solutions that encourage long-term customer relationships.
Key Responsibilities
Contact former customers who have canceled their subscription or service.
Conduct professional and compliant reactivation calls.
Identify reasons for cancellation and address concerns with empathy.
Provide clear updates on product improvements, features, and offers.
Present personalized reactivation options based on customer needs.
Maintain a consultative approach focused on value rather than aggressive selling.
Perform data entry and research as required to troubleshoot customer problems.
Manage database records and draft status reports on customer service issues.
Provide feedback on the efficiency of the customer service process.
Ensure customer satisfaction and provide professional customer support.
Maintain solid customer relationships by handling questions and concerns with speed and professionalism.
Skills and Personality Traits
Excellent verbal communication and interpersonal skills.
Strong active listening and empathy.
Proven ability to handle objections and retention conversations.
Customer-focused mindset with a consultative sales approach.
High level of professionalism and emotional intelligence.
Ability to work with KPIs and performance targets.
Requirements
At least 1 year of experience in customer retention, telesales, or call center roles.
Experience handling dissatisfied or churned customers.
