Retention Specialist

6 hours ago

Manila, National Capital Region, Philippines Remitly 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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