Retention Specialist | Up to PHP55K + PHP20K Talent Bonus

Join the team powering London's best home cleaning experience

Our client is London's leading platform for home cleaning and domestic services, connecting thousands of customers with vetted cleaners and tradespeople since 2014. Renowned for quality, convenience, and trust, they make housework seamless with online booking, cashless payments, and 5-star vetted professionals. Beyond cleaning, they now offer comprehensive household services, from plumbing to gardening. With a supportive team culture and global reach, they set the standard for service excellence, giving you the chance to build a career with impact.

What You'll Do

Be part of our client's team as a Retention Specialist, where you'll engage canceling or lapsed customers with empathy and problem-solving. You'll take full ownership of every concern, ensuring customers feel valued, supported, and encouraged to stay.

Career Snapshot

Employment Type: Full-time

Shift: Midshift

Work Setup: Hybrid, Makati

Salary: PHP 40,000 to 55,000 + PHP 20,000 Talent Bonus

Why You'll Love It Here

• Day 1 HMO coverage with free dependent
• PHP20,000 Talent Bonus
• Competitive salary package
• Hybrid work arrangement
• Prime Makati office location with easy access to MRT stations, restaurants, and banks
• Fully customized Emapta laptop with peripherals
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to office gyms (Ortigas and Makati) with free fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited employee referral incentives across the organization
• Standard government and Emapta benefits
• 20 annual leaves, including 5 convertible to cash
• Fun employee engagement activities
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

What It Takes to Succeed

• 3+ years of experience in customer service and retentions, or sales
• Experience in outbound win-back campaigns is a plus
• Stable job history preferred
• Strong background in email, chat, and phone-based customer support
• Experience with UK customers or marketplace services
• Tech-savvy; Zendesk experience is an advantage
• Willing to work mid-shift and shifting schedules

Customer Service Skills:

• Exceptional customer service and retention/sales skills, with a passion for delivering outstanding experiences
• Excellent written and spoken English communication skills
• Strong judgment and practical problem-solving abilities

What You'll Be Responsible For

• Retain canceling customers and win back lapsed customers
• Serve as a key member of the retention team and meet retention targets
• Build empathy-driven, rapport-rich conversations to encourage customer loyalty
• Provide inbound and outbound support via email, phone, and live chat
• Resolve customer issues from assigning qualified housekeepers to addressing cancellation drivers
• Take ownership of customer concerns and resolve each issue effectively the first time

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra