Cancellation and Retention Specialist

6 days ago

Pasig, National Capital Region, Philippines Outposter Inc Full time ₱900,000 - ₱1,200,000 per year

Position Title: Retention & Cancellation Specialist

Reports To: Customer Service Team Leader

Location: Manilla – Hybrid Model

Employment Type: Full-time

Role Purpose

The Retention & Cancellation Specialist is responsible for managing inbound cancellation requests from customers. The role requires a proactive, customer-centric approach to understand concerns, offer solutions, and retain customers through exceptional communication, negotiation, and problem-solving skills.

Key Responsibilities

  • Handle inbound calls from customers seeking to cancel their

    service.
  • Diagnose reasons for dissatisfaction and recommend appropriate

    solutions (e.g., technical, billing, plan changes).
  • Apply tailored retention strategies to preserve customer

    relationships.
  • Log call outcomes accurately and escalate where necessary.
  • Meet or exceed individual and team retention KPIs.
  • Contribute feedback to improve products, services, and processes.

Selection Criteria

Essential:

  • Proven experience in customer service, sales, or retention in a telecommunications environment.
  • Strong interpersonal and persuasive communication skills.
  • Ability to handle objections and negotiate effectively.
  • Comfortable working in a fast-paced, KPI-driven environment.
  • High emotional intelligence and resilience.

Desirable:

  • Experience with CRM and call centre systems.
  • Knowledge of telco products and customer lifecycle stages.

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