Retention Specialist

1 week ago

Mandaluyong City, National Capital Region, Philippines Emapta Global Full time ₱495,000 - ₱660,000 per year

Your Daily Tasks:

  • Retain canceling customers and win back lapsed customers
  • Serve as a key member of the retention team and meet retention targets
  • Build empathy-driven, rapport-rich conversations to encourage customer loyalty
  • Provide inbound and outbound customer support via email, phone, and live chat
  • Resolve a wide range of customer issues, from assigning qualified Housekeepers to identifying cancellation drivers
  • Take full ownership of customer concerns and resolve each issue effectively the first time

The Qualifications We Seek:

  • At least 2 years of experience in retentions and customer service, or sales
  • Experience in outbound win-back campaigns is a plus
  • Strong background in email, chat, and phone-based customer support
  • Experienced with US/UK customers or marketplace services is a bonus
  • Tech-savvy; Zendesk experience is an advantage
  • Must be willing to work on Mid-shift or Night Shift
  • Must be willing to work Onsite or on a Hybrid Setup

Customer Service Skills:

  • Exceptional customer service and retention/sales skills, with a passion for delivering outstanding experiences
  • Excellent written and spoken English communication skills
  • Strong judgment and practical problem-solving abilities

Job Types: Full-time, Permanent

Pay: Php35, Php55,000.00 per month

Benefits:

  • Health insurance
  • Work from home

Experience:

  • Retentions: 2 years (Required)
  • Customer service: 2 years (Preferred)
  • US/UK customers: 1 year (Preferred)

Work Location: In person

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