Customer Experience Agent - Retention

Emapta Global; Mandaluyong; On-site; PHP 300,000 - 480,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Free dependent

Office in Ortigas

Salary advance program

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Employee referral incentives

20 annual leaves (incl. 5 cash credits

Job summary

Emapta Global is seeking a Customer Experience Agent - Retention to join our Ortigas team in Manila, onsite. You will manage retention-driven interactions across voice, chat, and email, helping subscribers stay engaged and expand their subscriptions.

Day 1 benefits include HMO coverage and diverse growth opportunities. You'll work in a fast-paced, performance-oriented environment with ongoing training and a path toward leadership within a global media and information organization.

Qualifications

• At least 3 years in a customer-facing role, preferably in high-volume contact center.
• Proven success in retention, sales, or subscription-based support.
• Experience across voice, chat, and email channels.
• Results-driven, customer-centric mindset with retention/sales targets.
• Excellent written and verbal communication skills.
• Strong persuasion, negotiation, and relationship-building.
• Proficient data entry and computer skills.

Responsibilities

• Handle inbound/outbound interactions across phone, chat, and email with retention focus.
• Identify upsell/cross-sell opportunities and improve CLV.
• Execute retention strategies for at-risk customers.
• Recommend product upgrades and subscription options.
• Educate customers on features and best practices to reduce churn.
• Manage full subscription lifecycle including changes and cancellations.
• Keep customer records accurate and current.

Skills

Customer retention

Omnichannel support

Communication skills

Persuasion

Data entry

Problem solving

Attention to detail

Team player

Australian hours

Job description

Build Customer Loyalty for a Global Media Leader

Every customer conversation has the power to protect revenue, strengthen loyalty, and shape long-term business success. As a Customer Experience Agent - Retention, you'll support one of the world's leading media and information organizations, helping millions of subscribers stay connected to trusted news, digital experiences, and premium content. Through Emapta, you'll gain global exposure, long-term career stability, continuous learning opportunities, and a Top 1% employee experience designed for professionals who want to grow beyond traditional contact center roles.

Job Overview

• Employment Type: Full Time
• Shift: Day Shift, Shifting Off
• Work Setup: Onsite, Ortigas
• Pioneer opportunity to help build a high-performing team from the ground up
• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• 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: 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 in a high-volume contact center environment
• Demonstrated success in customer retention, sales, or subscription-based customer service
• Proven experience supporting customers across voice, chat, and email channels
• Results-driven, customer-centric mindset with a strong focus on achieving retention and sales targets
• Excellent written and verbal communication skills
• Strong persuasion, negotiation, and relationship-building skills
• Proficient computer skills with accurate and efficient data entry
• Strong problem-solving skills with the ability to develop effective customer solutions
• Excellent attention to detail and organizational skills
• Collaborative mindset with a passion for continuous learning
• Ability to thrive in a fast-paced, performance-driven environment
• Must be available to work during Australian business hours with flexibility to work rotating schedules, including weekend shifts when required.

Your Daily Tasks

• 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 needs analysis, resolving customer concerns, identifying attrition risks, and uncovering upselling and cross-selling opportunities
• Execute retention strategies for at‑risk customers through persuasive communication and tailored customer offers
• Convert sales opportunities by recommending suitable product upgrades, subscription options, and additional services 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
• Review and update customer account information, including subscription, payment, and delivery details to ensure service continuity and compliance

Operational Excellence

• Document customer interactions, communications, and transactions accurately within company systems
• Maintain accurate and up-to-date customer records
• Follow company policies, procedures, and operational guidelines to ensure consistent and efficient service delivery
• Identify process gaps, operational inefficiencies, and customer experience barriers that impact retention, sales, or service quality
• Achieve and exceed performance targets for sales, retention, quality, and customer experience metrics
• Deliver exceptional customer service aligned with Customer Experience (CX) scorecard standards
• Perform additional duties assigned by the Team Leader in support of business objectives

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.