Retention Specialist

We are seeking a proactive and customer-focused Retention Specialist to join our team. This role is responsible for reducing customer churn, strengthening client relationships, and ensuring long-term customer satisfaction and loyalty. The ideal candidate is persuasive, empathetic, and skilled in problem-solving to effectively address customer concerns and retain their business.

Key Responsibilities

* Contact customers who are at risk of cancellation or have shown signs of disengagement.

* Identify reasons for customer dissatisfaction or cancellation and develop tailored solutions to address their needs.

* Build and maintain strong relationships with existing customers to increase loyalty and lifetime value.

* Collaborate with sales, support, and marketing teams to improve the overall customer experience.

* Track and analyze customer feedback, churn metrics, and retention trends.

* Create and implement retention strategies and campaigns.

* Maintain accurate records of customer interactions and outcomes in CRM systems.

* Prepare regular reports on retention activities and results for management review.

Qualifications

* Proven experience in customer service, account management, and retention roles.

* Strong interpersonal and communication skills (verbal and written).

* Excellent problem-solving and negotiation abilities.

* Ability to remain calm under pressure and handle challenging situations professionally.

* Familiarity with CRM software and data analysis tools is an advantage.

Key Competencies

* Customer-centric mindset

* Persuasiveness and empathy

* Active listening

* Conflict resolution

* Analytical thinking

* Goal-oriented and results-driven

Work Environment

* Full-time role

* Work on-site

* Night shift - following Canada Eastern Time

* Fixed Sat-Sun OFF

Job Type: Full-time

Pay: Php13, Php15,000.00 per month

Work Location: In person