Customer Experience Specialist: Retention & Upsell

lavie resort and casino manila; Philippines; On-site; PHP 335,000 - 502,000; Full time

Job summary

lavie resort and casino manila is seeking a Specialist, Customer Support to manage member inquiries across phone, email, live chat and social media. You will provide solutions within set timeframes and drive retention, delivering an exceptional customer experience with a customer-first mindset.

The role requires strong communication skills and experience in e-commerce or retail customer service, collaborating with Ecommerce, Merchants and Operations to resolve issues and enhance member

Qualifications

• Bachelor’s degree in Marketing, Industrial Engineering, or Business Administration.
• Minimum of 3+ years in CSR handling e-commerce or retail accounts (local or international).
• Familiarity with Shopify, Gorgias, Excel, and Google Sheets for data management.
• Strong verbal and written communication skills.
• Experience in customer experience or customer service is advantageous.

Responsibilities

• Handle member inquiries and complaints across multiple channels.
• Maintain records of concerns, transactions, feedback and resolutions for effective follow-up.
• Engage with members via personalized recommendations and offers.
• Support member retention by addressing cancellations and offering alternatives.
• Develop outbound engagement, follow-ups, surveys, upselling, and retention campaigns.
• Monitor KPIs like response time, satisfaction, volume, conversions, productivity.

Skills

Customer service

Communication skills

Team collaboration

Empathy

Education

Bachelor’s degree in Marketing/Industrial Engineering/Business Administration

Tools

Shopify

Gorgias

Excel

Google Sheets

Job description

lavie resort and casino manila is seeking a Specialist, Customer Support to manage member inquiries across phone, email, live chat and social media. You will provide solutions within set timeframes and drive retention, delivering an exceptional customer experience with a customer-first mindset.

The role requires strong communication skills and experience in e-commerce or retail customer service, collaborating with Ecommerce, Merchants and Operations to resolve issues and enhance member