Customer Experience Agent - Retention

Emapta Global; Mandaluyong; On-site; PHP 391,000 - 670,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Office gym access 24/7 (Ortigas & Mak

Job summary

Emapta Global is seeking a Customer Experience Agent - Retention to strengthen subscriber loyalty, protect revenue, and improve customer experiences. The role offers a full-time onsite position in Ortigas, with strong growth potential, international exposure, and a Top 1% employee experience.

Day 1 HMO for dependents, gym access, and lifestyle perks accompany a competitive salary package. Ideal candidates have 3+ years in customer-facing roles, proven retention and cross-channel support skills,

Qualifications

• At least 3 years in a customer-facing role, preferably high-volume contact center.
• Experience in retention, sales or subscription support.
• Proficient with voice, chat and email channels.
• Strong problem-solving and detail orientation.

Responsibilities

• Manage inbound and outbound interactions across phone, live chat, and email with retention focus.
• Maximize CLV by needs analysis, addressing attrition, and upsell opportunities.
• Execute retention strategies for at-risk customers with persuasive offers.
• Recommend product upgrades or services aligned with customer needs.
• Educate customers on subscription features to boost engagement.

Skills

Retention strategy

Multichannel support

Communication skills

Data entry accuracy

Customer relationship

Sales & upselling

Job description

Drive Customer Loyalty That Powers One of Australia's Leading Media Organizations

Join one of Australia's leading media organizations, backed by a globally recognized network reaching millions. As a Customer Experience Agent - Retention, you'll strengthen subscriber loyalty, protect revenue, and shape customer experiences. Through Emapta, build a stable global career with continuous growth, international exposure, and a Top 1% employee experience.

Job Overview

• Employment Type: Full Time


• Shift: Day Shift, Shifting Off


• Work Setup: Onsite, Ortigas


• 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 within a high-volume contact center environment


• Demonstrated success in customer retention, sales, or subscription-based customer service environments


• Proven experience supporting customers 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 persuasion, negotiation, and relationship-building skills


• Proficient computer skills with excellent data entry accuracy and speed


• Strong 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

• 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, operational inefficiencies, or barriers that may impact customer experience, retention, or sales outcomes


• Consistently achieve or exceed performance targets for sales, retention, quality standards, and customer experience metrics


• Deliver exceptional customer service aligned with established Customer Experience (CX) scorecard standards


• Perform additional duties assigned 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.