Customer Retention Expert — Drive Subscriptions & Loyalty

Hammerjack Pty Ltd; Philippines; On-site; PHP 36,000 - 60,000; Full time

Benefits offered by this job

Day 1 HMO coverage with free dependent

Competitive Salary Package

Day Shift schedule

Ortigas office location

Job summary

Emapta Philippines is seeking a Customer Retention Specialist to strengthen subscriber loyalty for Australia’s digital media clients. You’ll handle high‑volume retention conversations, cancellations, and value‑based offers across voice, chat, and email.

Join a top‑tier team with growth opportunities, on‑site at Ortigas, Day Shift, and benefits including HMO and salary package. This role emphasizes customer experience KPIs and cross‑sell opportunities.

Qualifications

• At least 3 years of customer-facing experience with solid hands-on customer retention experience.
• Proven success in customer saves, cancellation prevention, retention conversations, and achieving retention or sales targets.
• Strong persuasion, negotiation, objection handling, needs analysis, and relationship-building skills.
• Experience in retention, subscription services, account renewals, sales, or other save-focused environments.
• Proven ability to support customers across voice, chat, and email.

Responsibilities

• 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.

Skills

Customer retention

Sales

Communication

Negotiation

Problem solving

Data entry

Job description

Emapta Philippines is seeking a Customer Retention Specialist to strengthen subscriber loyalty for Australia’s digital media clients. You’ll handle high‑volume retention conversations, cancellations, and value‑based offers across voice, chat, and email.

Join a top‑tier team with growth opportunities, on‑site at Ortigas, Day Shift, and benefits including HMO and salary package. This role emphasizes customer experience KPIs and cross‑sell opportunities.