Retention Team Leader | Day Shift | Onsite | Makati | Day 1 HMO | Up to PHP45K

Inspire Teams and Elevate Customer Retention Strategies

Shape the forefront of telecommunications, where every connection defines excellence. Lead teams, develop customer loyalty strategies, and influence outcomes in a fast-paced, innovative industry. Challenge your limits, elevate your expertise, and build a future where your leadership drives impact, ensures customer satisfaction, and creates a career that thrives beyond the ordinary.

Your Role in the Spotlight

Be part of our client's team as a Retention Team Leader and guide your team to achieve performance targets, develop strategies to improve customer loyalty, handle escalations, monitor and enhance processes, and provide clear reports to management. You'll drive retention while fostering a positive, customer-focused team environment.

Career Snapshot

Employment Type: Full-time

Shift: Day Shift, Consecutive Days Off

Work setup: Onsite, Makati (onsite 6 months during probationary period, possible hybrid based on performance after probation)

Salary: PHP 40,000 - PHP 45,000

Why You'll Love This Role

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

What We're Looking For

• Minimum of 2 years of experience as a Team Lead handling a Retention Team
• College-level education

Your Impactful Responsibilities

Team Leadership & Development

• Supervise and motivate the retention team to meet performance targets
• Conduct regular coaching, mentoring, and performance reviews
• Foster a positive and productive team environment

Customer Retention Strategy

• Develop and implement strategies to improve customer loyalty
• Analyze customer behavior and feedback to identify at-risk accounts
• Collaborate with other departments to align retention efforts and update retention processes

Performance Monitoring

• Track company and team OKRs, including churn rate, save rate, and customer satisfaction
• Generate and analyze reports to assess team and individual performance
• Take corrective action when performance falls below expectations

Customer Interaction & Escalation Handling

• Handle complex or high-risk customer cases and escalations
• Resolve customer concerns in a timely and effective manner
• Maintain a customer-first approach in all interactions

Process Improvement

• Identify gaps in current retention processes and recommend improvements
• Apply best practices and innovative methods to enhance customer experience

Reporting & Communication

• Provide regular updates to senior management on retention performance
• Communicate team goals, updates, and feedback clearly and consistently

About Our Client

Our client, More Telecom Pty Ltd is a forward-thinking, customer-focused telecommunications provider based in South Melbourne. They deliver premium nbn, phone, and mobile services to homes and businesses across Australia, offering solutions from SIM-only mobile plans to business-grade Ethernet networks. Proudly Australian-owned and part-owned by Commonwealth Bank, they combine innovative technology, clear guidance, and dedicated support to give customers seamless connectivity and superior experiences. Their team of expert specialists ensures every service is simple, reliable, and tailored to individual needs.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra