Customer Experience Specialist - Retention & Support

Business Trends Philippines; Pasig; On-site; PHP 357,000 - 469,000; Full time

Job summary

Business Trends Philippines is seeking a motivated Customer Service Associate to deliver outstanding support for insurance-related inquiries. You will handle inbound calls and emails, build relationships with empathy, and resolve issues with ownership and first-contact resolution.

You will support retention, promote product value, and handle policy changes while applying retention strategies. The role requires 2+ years in a BPO or contact center, excellent English, and strong problem-solving

Qualifications

• 2+ years of customer service experience in a contact center or BPO.
• Experience in sales, customer retention, or policy servicing is advantageous.
• Experience supporting international accounts (Australian/UK/US) is a plus.

Responsibilities

• Handle inbound calls and email inquiries in accordance with established quality standards.
• Build strong customer relationships through professional, personalized, and empathetic communication.
• Resolve customer concerns efficiently by demonstrating ownership and achieving first-contact resolution whenever possible.
• Conduct outbound follow-up calls and emails as required.
• Manage customer complaints from initial contact through resolution, ensuring timely updates and positive outcomes.
• Provide accurate information regarding policy coverage, claims, products, and procedures.
• Coordinate with internal teams to resolve customer concerns promptly.
• Complete assigned tasks within agreed service levels and turnaround times.
• Promote the value of PetSure's products and services to improve customer retention.
• Identify customer needs through active listening and recommend appropriate solutions.
• Handle policy cancellation, renewal, and policy change inquiries while promoting customer retention through consultative conversations.
• Apply approved retention strategies, including value-based recommendations and available customer incentives.
• Capture customer feedback and market insights to support continuous service and process improvement.
• Consistently achieve individual performance targets, including Quality, Productivity, Customer Satisfaction, and Retention KPIs.

Skills

Excellent English communication

Customer relationship skills

Active listening

Problem solving

MS Office & CS systems

Education

College undergraduate or Bachelor's degree

Job description

Business Trends Philippines is seeking a motivated Customer Service Associate to deliver outstanding support for insurance-related inquiries. You will handle inbound calls and emails, build relationships with empathy, and resolve issues with ownership and first-contact resolution.

You will support retention, promote product value, and handle policy changes while applying retention strategies. The role requires 2+ years in a BPO or contact center, excellent English, and strong problem-solving