Customer Service Retention Specialist
4 days ago
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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