CSR - Retention Account

4 hours ago

Quezon City, National Capital Region, Philippines Kinect Inc. Full time ₱200,000 - ₱250,000 per year

Produce quality customer retention and improve the relationship between client and its customers through effective operation procedures to reduce customer churn through superior customer experience.

Main Duties & Responsibilities:

• Manage and monitor daily customer retention lists end-to-end.

• Handle retention requests via inbound/outbound calls and assess customer needs.

• Build strong customer relationships through clear, proactive communication.

• Provide accurate information, reports, and documentation using appropriate tools.

• Meet individual and team performance goals.

• Resolve customer issues within set timeframes and escalate when needed.

• Maintain updated and accurate customer accounts and records.

• Support Sales/Third-Party partners with retention and win-back lead processing and client onboarding.

• Verify and ensure accuracy of electricity and gas applications, resolving any discrepancies.

• Respond to retention opportunities through multiple channels and recommend suitable products.

• Develop strong product knowledge to confidently address objections and highlight benefits.

• Coordinate with internal teams and third-party partners.

• Follow all communication protocols, procedures, and policies.

• Achieve customer satisfaction, resolution, and First Call Resolution.

• Handle Orion-related tasks, admin work, and other ad hoc duties.

Experience:

• Customer retention sales experience is preferred

• Electricity/Gas industry experience is an advantage.

Skills:

• Willing to work holidays, weekends, and shifting schedules.

• Professional, enthusiastic, and customer-focused.

• Strong multitasking, time management, and attention to detail.

• Proficient in MS Office (especially Excel).

• Excellent communication and phone skills.

• Strong negotiation abilities.

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