Customer Retention Team Lead - Growth & Impact

Prime System Solutions; Philippines; On-site; PHP 650,000 - 900,000; Full time

Benefits offered by this job

Competitive salary package

Government-mandated benefits (SSS,Phil

HMO coverage

Night differential Pay

Paid Time Off (Vacation Leave and Sick

Job summary

Prime System Solutions in Quezon City, Philippines, is seeking a Customer Retention Team Lead to guide the Pioneer Account. You will coach the retention team, analyze trends, and drive strategies to reduce churn while delivering exceptional customer experiences.

The role requires 3+ years in customer-facing roles, at least 1 year of leadership, and CRM proficiency with Salesforce or Zendesk. A bachelor’s degree is required, along with strong communication and problem-solving skills.

Qualifications

• Bachelor's degree in Hospitality, Marketing, Communications, Business, or related field.
• 3+ years in Customer Service, Retention, Sales, or similar roles.
• 1+ year coaching/leading a team.
• Experience using CRM platforms such as Salesforce or Zendesk.

Responsibilities

• Coach and support team to deliver exceptional customer experiences.
• Analyze data to identify retention opportunities and drive improvements.
• Respond to changing customer needs to reduce churn.
• Educate customers about programs and explain products clearly.
• Engage with customers to resolve issues and retain them.
• Think strategically to improve satisfaction and loyalty.
• Document all interactions and maintain process compliance.
• Collaborate with leadership and cross-functional teams on improvements.
• Foster a positive, customer-focused environment.

Skills

Customer Engagement

Retention

Leadership

Coaching

Problem Solving

Communication

Active Listening

Negotiation

CRM Knowledge

Documentation

Collaboration

Innovation

Resilience

Education

Bachelor's degree in related field

Tools

Salesforce

Zendesk

Ticketing systems

Job description

Prime System Solutions in Quezon City, Philippines, is seeking a Customer Retention Team Lead to guide the Pioneer Account. You will coach the retention team, analyze trends, and drive strategies to reduce churn while delivering exceptional customer experiences.

The role requires 3+ years in customer-facing roles, at least 1 year of leadership, and CRM proficiency with Salesforce or Zendesk. A bachelor’s degree is required, along with strong communication and problem-solving skills.