Customer Service Retention Specialist

4 days ago

Work from Home, Philippines Nooro Full time ₱360,000 - ₱420,000 per year

Join Nooro and Turn Cancellations into Customer Loyalty

At Nooro, we believe every customer interaction is a chance to build trust, create memorable experiences, and nurture long-term relationships. As a leader in the eCommerce health and wellness space, we're looking for a Retention Specialist who can transform returns and cancellations into renewed loyalty—keeping customers engaged, satisfied, and connected to the benefits our products bring to their well-being.

Who Thrives in This Role?

The ideal candidate is a skilled communicator with the empathy to understand customer concerns and the confidence to turn a "no" into a "yes." They excel at de-escalation, know how to educate customers on the real value of a product, and have a proven track record of reducing churn in a fast-paced, performance-driven environment.

What You'll Be Doing:

  • Engage with customers requesting returns, refunds, or cancellations with the goal of retaining their business.
  • Educate customers on product benefits in relation to their health needs to encourage continued use.
  • Process returns and refunds professionally, ensuring customer satisfaction while protecting retention metrics.
  • Partner with Support and Sales teams to enhance customer experience and reduce returns.
  • Monitor retention trends and provide insights to improve processes and policies.
  • Meet or exceed retention, satisfaction, and loyalty targets.

What You Bring:

  • 2+ years of customer retention experience, ideally in eCommerce or customer service.
  • Demonstrated success in managing returns, refunds, and customer retention.
  • Familiarity with CRM tools and platforms like Shopify, Gorgias, and Vonage.
  • Strong problem-solving skills with a customer-first approach.
  • Ability to remain calm and persuasive in high-pressure situations.
  • Excellent written and verbal communication skills in English.
  • Reliable setup: 16 GB RAM and at least 100 Mbps internet speed to ensure smooth performance and uninterrupted workflow.

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Benefits:

  • Opportunities for promotion
  • Paid training
  • Work from home

Application Question(s):

  • Currently employed? If yes, what's your required notice period?

Experience:

  • Retention: 2 years (Required)

Work Location: Remote

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