Retention Specialist

5 hours ago

Makati City, National Capital Region, Philippines EMAPTA Full time ₱480,000 - ₱600,000 per year

Turn "Goodbye" into "Glad to Stay"

Are you passionate about transforming cancellations into connections? We're looking for a Retention Specialist who thrives on winning customers back, resolving concerns with empathy, and turning every interaction into a reason to stay.

What You'll Do

  • Retain cancelling 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

What We're Looking For:

  • 3 years of customer retention experience and sales experience
  • Proven stability in employment history
  • Experience in outbound win-back campaigns is a plus
  • Strong background in email, chat, and phone-based customer support
  • Experience with UK customers or marketplace services is a bonus
  • Tech-savvy; Zendesk experience is an advantage
  • Willing to work mid-shift/nightshift and shifting schedules

Why You'll Love Working With Us:

  • Be part of a team that values integrity
  • Enjoy the satisfaction of turning challenges into wins.
  • Join a company that celebrates initiative, teamwork, and every "win-back" you achieve.

Job Type: Full-time

Pay: Php40, Php50,000.00 per month

Benefits:

  • Company events
  • Opportunities for promotion

Work Location: In person

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