Customer Experience Specialist – BPO Management

Role Overview

The Customer Experience Specialist will be responsible for managing third-party partners (BPOs) that handle cancellation requests, ensuring that operations are aligned with quality standards, company directives, and retention goals. They will also be responsible for bringing insights to all areas of the company about the reasons why our customers abandon their purchases.

What You Will Do

The Customer Experience Specialist will lead the performance of BPOs for retention, evolve argumentation strategies and retention offers, and ensure that each customer is treated with empathy and transparency. They will also analyze the reasons for cancellation requests and their evolution, identifying root causes and leading plans of action to responsible areas.

Why It Might Be a Fit

The ideal candidate will have strong communication, negotiation, and influence skills, both with external partners and internal stakeholders. They will also have an analytical mindset and results-oriented, balancing retention goals with customer experience quality.

Requirements

• Experience with retention, cancellation, or churn reversal operations in contact centers, preferably in e-commerce, retail, telecom, or financial services.
• Experience in contract management, SLAs, variable remuneration models, and performance of third-party providers (BPOs).
• Knowledge of retention and service KPIs (retention rate, cancellation reversal rate, TMA, service level, FCR, CSAT/NPS) and ability to transform data into action plans.
• Knowledge of negotiation techniques and objection handling applied to retention, and in the construction of scripts and offer rules.
• Ability to perform analysis of cancellation reasons and root causes (e.g., Pareto, Ishikawa, 5 Whys).
• Knowledge of AI generative tools and text analysis tools (e.g., ChatGPT, Claude, Gemini, speech/text analytics) applied to root cause analysis, including prompt construction, reason categorization, and critical reading of results.
• Knowledge of CRM tools and customer service management platforms (e.g., Zendesk) and quality monitoring processes.
• Knowledge of the Consumer Defense Code, especially regarding the right of withdrawal and cancellation of purchases.

Benefits

• Transportation allowance
• Meal and food allowance by Flash Benefits card
• Wellhub (formerly Gympass)
• National coverage health plan (with copayment)
• SulAmérica dental plan
• Pet health plan (Guapeco)
• MetLife life insurance
• Advantage program with discounts at establishments
• Sistema S (Sesc, Senai, Senat) convention
• Convention with universities and schools of various courses
• Ammar program (MadeiraMadeira’s pregnancy and parental leave program)