Customer Retention Specialist

6 days ago


Cebu City, Central Visayas, Philippines Retention Agent for a US Newspaper Account Full time

Our team is seeking an experienced Customer Retention Specialist to join our fast-growing newspaper account.

This role involves answering customer inquiries regarding subscriptions, attending to billing concerns, and retaining subscriptions of customers. You will also be responsible for resolving billing disputes and working with customers to find mutually beneficial solutions.

We are looking for someone with a contagious personality, a desire to engage in meaningful conversation, and the ability to think critically and on their feet in the moment. If you have a passion for genuinely helping others and a strong customer service background, we want to hear from you.

Responsibilities:

  • Answer customer inquiries regarding subscriptions
  • Attend to billing concerns
  • Retain subscriptions of customers
  • Resolve billing disputes

Desired skills & qualifications:

  1. Must have at least 1 year of combined Customer Service and Sales/Upselling/Retention experience
  2. Previous experience with subscription service industry an advantage
  3. Flexible in handling both Customer Service Calls and Retention Calls
  4. English speaking skills close to native level, minimal to no accent
  5. Adherent to SOP and KPIs and must be able to multitask
  6. Must have a high degree of professional ethics, integrity and a team player
  7. Understanding of the Canadian consumers mentality is a plus
  8. Supports the mission of Truth & Tradition
  9. Strong customer service skills
  10. Energetic, fun and confident personality
  11. Willing to work full-time night shift
  12. Amenable to shifting schedules and work on weekends
  13. Willing to work on-site

Work Schedule: Night Shift

Benefits:

  • Medical/Dental coverage (HMO) after 1 month + FREE HMO coverage for 1 dependent after 6 months
  • Life insurance program
  • Free weekly in-house massage
  • Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
  • Career development
  • Service incentive leave program
  • Annual salary increase based on performance
  • Fun and family-like working environment
  • Quarterly team outing
  • Free flowing coffee and hot chocolate
  • Cozy sleeping lounge and canteen plus entertainment area
  • Excellent office location in Cebu IT Park


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