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Retention and Cancellation Analyst
Grupo ICOM. Analyze customer data and behavior to identify signs of cancellation risk and retention opportunities .
About the role
Key responsibilities & impact- Analyze customer data and behavior to identify signs of cancellation risk and retention opportunities
- Proactively contact customers at risk of cancellation to understand their needs, dissatisfaction, and reasons for leaving
- Manage the cancellation process and seek retention alternatives when appropriate
- Build and maintain strong customer relationships by ensuring close, clear, and solution-oriented communication
- Negotiate renewals, terms, and commercial alternatives
- Identify upselling and solution expansion opportunities
- Monitor customer satisfaction during the post-sales process and help resolve issues
- Record and track customer information, cancellation reasons, negotiations, and retention campaign results
- Share customer feedback and insights with internal teams to improve solutions, processes, and the customer journey
Requirements
What you’ll need- Currently pursuing or holding a degree in Business Administration, Marketing, Public Relations, Advertising, or a related field
- Previous experience in customer service, retention, relationship management, Customer Success, or sales
- Excellent verbal and written communication skills
- Ability to build relationships and conduct conversations empathetically and strategically
- Analytical mindset, with the ability to interpret data and identify customer behavior patterns
- Ability to work independently while collaborating effectively with different teams
- Strong organizational skills and attention to detail when managing customers, negotiations, and processes
- Basic to intermediate knowledge of Microsoft Word and Excel
Benefits
Comp & perks- Bradesco Health Insurance
- Boon – Well-being and Development: Access to psychologists, nutritionists, legal and financial support, as well as discounts at educational institutions
- Wellhub for you and your dependents
- Birthday day off
- Meal voucher of R$35.00 per day, with no payroll deduction
- Mobility allowance, with no statutory deduction of up to 6% of salary
- Partnership with Sesc
- Newborn kit and maternity/paternity benefit basket