Retention Representative / Defense Agent

Description

Job Summary: We are seeking a dynamic, resilient, and customer-oriented Retention Representative/Defense Agent to handle complaints and ensure customer retention and satisfaction. Key Highlights: 1. Integration into a solid, growing company with an international environment 2. Continuous training and development opportunities 3. A collaborative, dynamic, and results-oriented environment **Sector Alarm is a Norwegian multinational leader in the security sector, with over 30 years of experience, more than 730,000 satisfied customers, and operations across 8 European countries. We are experiencing strong expansion in Southern Europe, particularly in Portugal. We provide innovative, high-quality security solutions for homes and businesses, and we are committed to excellence in customer service and continuous improvement of our offerings. We are looking for a Retention Representative/Defense Agent to join our team in Lisbon (Bobadela).** We are seeking a dynamic, resilient, and customer-oriented **Retention Representative / Defense Agent** to join our team. This role’s primary objective is to ensure customer retention and satisfaction through end-to-end complaint management and resolution of complex situations, providing continuous support from case opening to final resolution. **Responsibilities:** * Handling and managing calls via the **Twilio** platform. * End-to-end management of complaint, retention, and problem-resolution processes. * Conducting **continuous follow-up on cases throughout their open duration**, ensuring regular customer updates regarding case progress. * Supporting the customer from first contact until definitive case closure. * Identifying and proposing appropriate solutions aligned with customer needs and concerns. * Administrative handling of processes, including: * + Email management; + SMS dispatch; + Follow-up phone calls; + Creation and assignment of tasks to other departments; + Updating and maintaining records in internal systems. * Coordinating with various internal teams to ensure effective case resolution. * Managing **service upgrade** processes, where applicable. * Handling **Movers** requests (address changes). * Managing **Takeover** processes (change of account holder). * Simultaneous use of multiple platforms and systems for efficient process management. **Requirements:** * Excellent verbal and written communication skills. * Strong customer orientation and problem-solving ability. * Ability to manage multiple cases and tasks concurrently. * CRM knowledge is an advantage. * Proficiency in Portuguese and English (written and spoken). * Ease of use across multiple IT systems and tools. * High sense of responsibility and organization. * Proactivity and autonomy in identifying solutions. * Adaptability to a dynamic, fast-paced environment. * Strong conflict management and negotiation skills. * Empathy, friendliness, and professionalism in customer interactions. * Prior experience in customer service, retention, complaints handling, or similar roles is advantageous. **What We Are Looking For:** We seek professionals who enjoy challenges, possess strong analytical and problem-solving capabilities, and can accompany customers throughout their entire journey—ensuring excellence in service and a positive experience. If you are communicative, results-driven, and motivated to find solutions, this opportunity may be right for you. **Conditions:** * Integration into a solid, growing company with an international environment * Continuous training and development opportunities * A collaborative, dynamic, and results-oriented environment * Starting salary of €1037.24 + meal allowance of €10 per working day + variable component based on KPI achievement * Hybrid work arrangement (2 remote days and 3 office days per week), following initial integration If you are interested in this **opportunity**, do not hesitate to submit your **application**—we want to get to know you! **Join the \#SectorAlarmFamily!** **License No. 78 C issued by the Ministry of Internal Administration (MAI)**