Customer Experience & Retention Specialist

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

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.