Customer Retention & Engagement Specialist

Viventis Search Asia; Philippines; On-site; PHP 508,000 - 608,000; Full time

Job summary

Viventis Search Asia is seeking a Customer Service Representative in BGC, Taguig City. This onsite role offers shifting schedules across day, mid, and night shifts, focusing on post-market support to help customers stay on therapy and feel supported after using the products.

The team emphasizes empathy, accuracy in CRM documentation, and meeting targets while maintaining high-quality customer experiences. 3–5 years of related experience and strong English communication are desired.

Qualifications

• 3–5 years of experience in outbound customer service or related fields.
• Experience supporting customers via phone in a structured service environment.
• Strong verbal and written English communication skills.

Responsibilities

• Make proactive outbound calls to customers after they begin using our products.
• Listen actively to understand customer concerns and underlying issues.
• Help customers navigate friction and renew product usage with confidence.
• Resolve questions and concerns within approved procedures.
• Document customer interactions, actions, and outcomes in CRM systems.
• Take ownership of follow-ups and ensure timely closures with customers and teams.
• Identify at-risk behaviors and act within scope of role.
• Escalate issues to relevant internal teams when needed.
• Share recurring feedback with team leads and operations teams.
• Handle sensitive customer information in compliance with privacy and security requirements.
• Meet productivity, quality, and customer experience targets in a high-volume environment.

Skills

Outbound calls

Customer service

Phone support

CRM documentation

English communication

Job description

Viventis Search Asia is seeking a Customer Service Representative in BGC, Taguig City. This onsite role offers shifting schedules across day, mid, and night shifts, focusing on post-market support to help customers stay on therapy and feel supported after using the products.

The team emphasizes empathy, accuracy in CRM documentation, and meeting targets while maintaining high-quality customer experiences. 3–5 years of related experience and strong English communication are desired.