Position: Customer Service and Retention Manager – Totalplay (Telecommunications) Location: León Job Type: Full-time, on-site at the assigned district Department: Customer Service, Retention, Collections Position Objective Oversee customer service and retention operations in the assigned district, coordinating call center, collections, technical support, and customer loyalty strategies to improve customer experience, reduce cancellations, and increase average revenue per user (ARPU). Main Responsibilities * Supervise telephone and in-person customer service teams (call center and branches) to ensure service quality and KPI compliance. * Implement actions together with the call center to improve service, retention, and reduce cancellations. * Coordinate and validate the quality of visits conducted by the operations team to customers. * Monitor key metrics: technical calls, complaints, recurring support; identify coordination failures with Network Operations teams and execute improvement plans. * Design and implement upsell strategies and overdue account recovery initiatives in collaboration with product and retention teams. * Analyze indicators such as ARPU, churn, FCR, and design plans to increase revenue and customer loyalty. Profile Requirements * Bachelor's degree (preferably in Business Administration, Telecommunications, Economics, or related fields). * Minimum 3 years of managerial experience in customer service, retention, or collections within call centers, branch supervision, or regional customer service roles. * Technical knowledge of call center systems: ACD, PBX, predictive dialers, IVR, call recording. * Experience with CRM platforms (SAP, Zendesk, Salesforce, or others). * Leadership skills, ability to make decisions under pressure, results-oriented mindset. Strong customer service, negotiation, and effective communication skills. We Offer * Gross monthly base salary of $30,000 MXN, productivity/performance bonuses up to $10,000 MXN. * Statutory benefits from day one, plus corporate benefits from Grupo Salinas (discounts, life insurance, etc.). * Biweekly payments.