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Customer Retention Analyst

2 weeks ago

Ortigas, Philippines HR TechX Corporation Full time ₱300,000 - ₱450,000 per year

Primary Responsibilities

  • Collaborate closely with cross-functional teams, particularly Customer Success Managers (CSMs) and the Sales department, to ensure alignment and effective communication.
  • Develop and maintain strong client relationships while identifying opportunities to expand business partnerships.
  • Support acquisition, adoption, and migration initiatives.
  • Manage and resolve billing inquiries related to cancellations.
  • Maintain and update process documentation to reflect system or procedural changes during migrations.
  • Respond promptly to billing-related inquiries and cases within the same day.
  • Review exception reports and coordinate with relevant product teams to address identified issues.
  • Analyze daily, weekly, and monthly reports to assess current performance and recommend process improvements.
  • Ensure customer satisfaction by resolving escalated issues efficiently and thoroughly.
  • Perform additional tasks and responsibilities as assigned.

Job Requirements

  • At least 2 years of experience in an analyst role within Accounting, Finance, or Billing.
  • Strong understanding of internal control principles related to cancellations.
  • Advanced proficiency in Microsoft Excel.
  • Excellent written and verbal communication skills.
  • Strong customer service orientation with professional phone and interpersonal etiquette.
  • Demonstrates patience, professionalism, and courtesy when dealing with both internal and external stakeholders.
  • Highly organized with the ability to manage multiple priorities simultaneously and maintain attention to detail.
  • Strong analytical and problem-solving skills, with the ability to effectively interpret and summarize financial data.
  • Self-motivated, proactive, and able to thrive in a deadline-driven environment.
  • Willingness to work overtime when necessary.

Job Types: Fixed term, Temporary

Contract length: 6 months

Pay: Php30, Php37,000.00 per month

Benefits:

  • Opportunities for promotion
  • Promotion to permanent employee

Work Location: In person