Retention Specialist

3 days ago

Manila, National Capital Region, Philippines RELX Group plc Full time ₱250,000 - ₱500,000 per year
Manage Collections and Follow-Up Calls
  • Initiate and manage collection calls to non-paying customers.
  • Follow up persistently to resolve outstanding payment issues.
  • Maintain detailed records of communication and agreements, ensuring compliance with company policies.
Address Cancellation Concerns
  • Engage directly with customers expressing cancellation concerns.
  • Offer effective solutions aimed at retaining customers and meeting their needs.
  • Utilize problem-solving skills to diffuse potential conflicts and prevent account closures.
Collaborate with Account Managers
  • Work closely with account management teams to identify customers at risk of attrition.
  • Create and implement strategies to save high-risk accounts.
  • Share insights and collaborate on tailored retention plans to ensure customer satisfaction and long-term loyalty.
Qualifications:
  • Bachelor's degree or at least completed 2 years in college with no back subjects
  • Must have 2-5 years of sales experience, account management and customer support.
  • Proven success in resolving escalations and negotiating solutions.
  • Strong verbal and written communication skills.
  • Ability to effectively partner and collaborate across teams.
  • Has a customer-focused mindset.
  • Willing to work night shift.
Additional for internal applicants:
  • Must be in current role for 1 year
  • Must not have received any Disciplinary Action within the past 12 months
  • Must not have any Attendance and Punctuality issues in the past 12 month
  • Must have a Successful or above rating in the last Enabling Performance cycle
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