Retention Customer Experience Representative in CDMX at RUI USA, LLC

Build a Long-Term Career with us

RUI is expanding its operations in Mexico City and is looking for experienced professionals in customer retention to join our team. This role is ideal for candidates who excel at handling objections, reducing cancellations, finding solutions and building lasting relationships in a fast-paced contact center environment.

What You'll Do

• Engage with customers who are considering canceling or changing their services.
• Identify customer concerns and provide effective solutions that strengthen loyalty and satisfaction.
• Apply retention strategies to prevent customer attrition while maintaining a positive customer experience.
• Handle escalated situations with professionalism, empathy, and sound judgment.
• Negotiate solutions that balance customer needs and business objectives.
• Make timely and accurate decisions in a fast-paced environment.
• Maintain detailed and accurate customer records using CRM systems.
• Collaborate with internal teams to resolve customer concerns efficiently.

Requirements

• 2 years of experience in customer retention, escalation handling, customer service, account management, collections or a related role
• Advanced English with strong communication skills
• Ability to analyze situations quickly and make accurate decisions
• Proven negotiation and conflict-resolution skills
• Ability to navigate multiple systems and use computers efficiently
• Experience working with CRM platforms
• Full-time availability
• Stable work history

Compensation and Benefits

• Base salary between $19,000 and $21,000 MXN (based on experience and skills)
• Performance bonus of up to 25% of base salary
• Paid training
• 100% IMSS and full legal benefits
• Monthly Food vouchers
• Two days off per week
• Stable, long-term employment with a growing operation
• Referral bonus
• Excellent and safe location in Del Valle Centro, CDMX

Ready to Join Us?

If you're looking for stability, job security, and a professional environment where your contribution truly matters, we'd love to hear from you.