Customer Retention Specialist

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

Strengthen Subscriber Loyalty Across Australia's Digital Media Industry

In subscription media, every successful save protects more than a sale-it preserves a customer relationship and the value behind it. As a Customer Retention Specialist, you'll join a pioneer retention team supporting one of Australia's leading media organizations, helping subscribers stay connected to trusted news and premium digital experiences. Bring your proven retention expertise to high-impact save conversations, cancellation prevention, and value-based offers that strengthen loyalty and commercial performance. Through Emapta, you'll gain international exposure and build a stable global career backed by continuous development, premium benefits, and a Top 1% employee experience.

Job Overview

• Employment Type: Full Time
• Shift: Day Shift, Shifting Off
• Salary: Up to PHP 60,000 (based on skills, expertise, and experience)
• Work Setup: Onsite, Ortigas

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift schedule
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• At least 3 years of customer-facing experience with solid hands-on customer retention experience, preferably within a high-volume contact center
• 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
• Ability to resolve cancellation requests and recommend appropriate offers, products, upgrades, or solutions that strengthen retention
• Excellent written and verbal English communication with strong problem-solving and decision-making skills
• Results-driven and comfortable working against retention, sales, quality, and customer experience KPIs
• Strong attention to detail, data entry accuracy, organization, and ability to perform in a high-volume environment
• Flexibility to work shifting schedules, weekends, holidays, and overtime when required

Your Daily Tasks

Retention & Sales Performance

• 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

Operational Excellence

• Accurately document all customer interactions, communications, and transactions within company systems
• Maintain comprehensive and up-to-date customer records
• Follow established company policies, procedures, and operational guidelines to ensure service consistency and efficiency
• Identify outdated processes, operational inefficiencies, or barriers that may impact customer experience, retention, or sales outcomes
• Consistently achieve or exceed performance targets for sales, retention, quality standards, and customer experience metrics
• Deliver exceptional customer service aligned with established Customer Experience (CX) scorecard standards
• Perform additional duties assigned by the Team Leader that align with the responsibilities of the role

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.