Ejecutivo de Servicio al Cliente – Affinity

About the role

The Customer Service Executive – Affinity is responsible for maintaining close relationships with clients and their end‑customers, ensuring a high level of service and satisfaction. The role combines proactive communication, strategic planning for client renewal, and coordination of value‑added events.

Key responsibilities

• Maintain strong, ongoing relationships with clients and their customers.
• Respond promptly and courteously to calls, emails and inquiries.
• Develop and execute strategic plans to improve client satisfaction and annual renewal rates.
• Collaborate with technical teams to propose plan enhancements based on loss reports.
• Coordinate special events such as health fairs, vaccination programs and seminars to add value.
• Distribute regular informational capsules to keep clients engaged.
• Support marketing campaigns and organic sales initiatives together with the commercial Affinity area.
• Request updated legal documents or contracts from clients.
• Prepare billing spreadsheets for fleet and financial accounts, keep the portfolio free of arrears and meet collection targets.
• Produce comparative charts, presentations and regular portfolio reporting.
• Perform any other duties inherent to the position.

Required profile

• Bachelor’s degree in Insurance Administration, Business Administration, Industrial Engineering or a related field.
• At least three years of customer‑service experience.
• Advanced English proficiency.
• Own vehicle or ability to travel as needed.
• Professional appearance, service‑oriented attitude and capacity to serve high‑profile clients.
• Willingness to handle client situations outside regular hours when required.
• Strong organization and planning skills.

Required skills

• Microsoft Office