Customer Experience Agent - Retention

Emapta Global; Mandaluyong; On-site; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Mentorship and exposure to global team

Office gyms access

Leave entitlement 20 days

Job summary

Emapta Philippines is seeking a Customer Experience Agent - Retention to strengthen subscriber relationships through personalized support, retention strategies, and relevant subscription recommendations. This full-time onsite role includes Day 1 HMO, mentorship, and exposure to global teams.

You will handle multi-channel inquiries (phone, chat, email), drive retention and sales, and participate in continuous improvement. Join a high-growth environment in Ortigas.

Qualifications

• At least 3 years of experience in a customer-facing role, preferably within a high-volume contact center environment.
• Proven experience in customer retention, sales, or subscription-based customer service environments.
• Experience working across voice, chat, and email channels.
• Results-driven and customer-centric mindset with a focus on retention and sales targets.
• Excellent written and verbal communication skills.

Responsibilities

• Manage inbound and outbound customer interactions across phone, live chat, and email with a retention and sales focus.
• Maximize Customer Lifetime Value by needs analysis, resolving issues, and identifying upsell opportunities.
• Execute retention strategies for at‑risk customers with appropriate offers.
• Educate customers on subscription features and benefits to increase engagement.
• Manage subscription lifecycle including purchases, modifications, suspensions, and cancellations.

Skills

Retention

Sales

Multi‑channel support

Communication

Data entry accuracy

Problem solving

Tools

CRM software

Job description

Your Retention Expertise Matters Across Australia's Influential News Media Portfolio

Join a globally recognized media organization with a diverse portfolio spanning news, entertainment, digital information, and real estate services. As a Customer Experience Agent - Retention, you'll help strengthen subscriber relationships through personalized support, effective retention strategies, and relevant subscription recommendations. You will support business growth while building your global career with Emapta, backed by international exposure, continuous development, and a Top 1% employee experience.

Job Overview

• Employment Type: Full-Time
• Shift: Day Shift, Shifting Off
• Work Setup: Onsite | Megatower, Ortigas
• Pioneer opportunity to help build a high-performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through banking partner
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

• At least 3 years of experience in a customer-facing role, preferably within a high-volume contact center environment
• Demonstrated success in customer retention, sales, or subscription-based customer service environments
• Proven experience working across multiple communication channels, including voice, chat, and email
• Results-driven and customer-centric mindset, with a strong focus on achieving retention and sales targets
• Excellent written and verbal communication skills
• Strong persuasive, negotiation, and relationship-building abilities
• Proficient computer skills with excellent data entry accuracy and speed
• Creative problem-solving skills, with the ability to think beyond standard processes to achieve positive outcomes
• Strong attention to detail and organizational skills
• Collaborative team player with a passion for learning and continuous improvement
• Ability to thrive in a performance-driven environment
• Flexibility to work weekends, holidays, overtime, and shifting schedules

Your Daily Tasks

Retention and Sales Performance

• Manage inbound and outbound customer interactions across phone, live chat, and email, with a primary focus on customer retention and sales growth.
• Maximize Customer Lifetime Value (CLV) by conducting effective needs analysis to resolve issues, identify attrition risks, and uncover upselling or cross-selling opportunities.
• Execute retention strategies for at-risk customers through persuasive communication and appropriate customer offers.
• Convert sales opportunities by recommending suitable product upgrades, additional services, or subscription options aligned with customer needs.
• Educate customers on subscription features, benefits, and best practices to increase engagement and reduce future churn.
• Manage the full subscription lifecycle, including purchases, modifications, suspensions, and cancellations, while maintaining a strong retention focus.
• Review and update customer account information, including subscription, payment, and delivery details, to support service continuity and compliance.

Operational Excellence

• Accurately document all customer interactions, communications, and transactions within company systems.
• Maintain comprehensive and up-to-date customer records.
• Follow established company policies, procedures, and operational guidelines to ensure service consistency and efficiency.
• Identify outdated processes, inefficiencies, or barriers that may impact customer experience, retention, or sales outcomes.
• Consistently achieve and exceed performance targets linked to sales, retention rates, quality standards, and customer experience metrics.
• Deliver exceptional customer service aligned with established Customer Experience (CX) scorecard standards.
• Perform additional duties as directed by the Team Leader that align with the responsibilities of the role.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026 , Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.