Customer Care Specialist

Private Advertiser; Mandaluyong; On-site; PHP 360,000 - 600,000; Full time

Job summary

Private Advertiser is seeking a Customer Care Specialist for a fast-growing SaaS company serving the US residential real estate market. You will support existing customers with account, billing, and product concerns to retain customers considering cancellation or downgrade.

You will handle inbound concerns, cancellation and downgrade requests, de-escalate conversations, document interactions in the CRM, and collaborate with internal teams to resolve issues and improve retention.

Qualifications

• 1–3 years in customer service or retention roles.
• Experience handling cancellation or retention conversations preferred.
• Strong communication, negotiation, and de-escalation skills.
• Customer-focused and empathetic approach; CRM/ticketing familiarity.
• SaaS or subscription knowledge is a plus; US customer support preferred.

Responsibilities

• Handle inbound customer concerns, cancellation, and downgrade requests.
• Understand reasons behind customer churn.
• Recommend plan changes, pauses, discounts, or additional support.
• Handle billing and product-related questions.
• De-escalate conversations and maintain positive experience.
• Document interactions, save attempts and outcomes in CRM.
• Identify churn trends and alert internal teams.

Skills

Communication

Negotiation

De-escalation

Customer-centric

CRM experience

US support

SaaS knowledge

Tools

CRM systems

Ticketing software

Job description

About the role

Customer Care Specialist for a fast-growing SaaS company serving the US residential real estate market. You'll support existing customers with account, billing, and product concerns while helping resolve issues and retain customers who are considering cancellation or downgrade.

Key responsibilities

• Handle inbound customer concerns, cancellation, and downgrade requests

• Understand the underlying reasons behind customer churn

• Recommend approved solutions such as plan changes, pauses, discounts, or additional support

• Handle billing and product-related questions

• De-escalate difficult conversations and maintain a positive customer experience

• Document customer interactions, save attempts, and outcomes in the CRM

• Identify recurring customer concerns and churn trends

• Work with internal teams when issues require further assistance

About you

• 1–3 years of experience in customer service, customer retention, win-back, or similar roles

• Experience handling cancellation or retention conversations is preferred

• Strong communication, negotiation, and de-escalation skills

• Customer-focused and empathetic approach

• Experience using CRM or ticketing systems

• SaaS or subscription-based business experience is a plus

• Experience supporting US customers is preferred