Customer Service And Retention Agent US Team

Select VoiceCom; Cebu City; On-site; PHP 201,000 - 312,000; Full time

Benefits offered by this job

Medical/Dental HMO

Life insurance

Free weekly massage

Referral bonus

Career development

Team outings

Coffee and snacks

Cebu IT Park office

Job summary

Select VoiceCom in Cebu IT Park is seeking a dedicated customer service professional to support US/ANZ subscriptions during the night shift. The role focuses on answering inquiries, handling billing issues, and retaining subscribers with a proactive approach.

Candidates should have at least 6 months CS/retention experience, strong English, and the ability to multitask under KPIs. On-site work, ASAP start, weekend availability required.

Qualifications

• At least 6 months combined customer service and retention/sales experience.
• Subscription service experience is a plus.
• Flexible for customer service and retention calls.
• English proficiency close to native level.
• Must multitask and meet KPIs.
• Strong professional ethics and team player.

Responsibilities

• Answer customer inquiries regarding subscriptions (no selling).
• Attend to billing concerns and resolve billing disputes.
• Retain subscriptions and reduce churn.
• Maintain high-quality service aligned with SOPs.

Skills

Customer service

Retention calls

English proficiency

Multitasking

Team player

Ethics

Night shift readiness

ASAP start

Job description

Job Description:

Overview: This is a newspaper company located in New York City, and is looking into expanding operations in the Philippines for customer support.

Responsibilities:

• Answer customer inquiries regarding subscriptions (zero selling involved!)
• Attend to billing concerns
• Retain subscriptions of customers
• Resolve billing disputes

Qualifications:

• Must have at least 6 monthsof combined customer service and retention/sales/upselling experience
• Previous experience with subscription service industry an advantage
• Flexible in handling both customer service calls and retention calls
• English speaking skills close to native level, minimal to no accent
• Adherent to SOP and KPIs and must be able to multitask
• Must have a high degree of professional ethics, integrity and a team player
• Understanding of the American consumers' mentality is a plus
• Supports the mission of Truth & Tradition"
• Strong customer service skills
• Energetic, fun, and confident personality
• Amenable to shifting schedules and work on weekends
• Willing to work on-site
• Willing to start ASAP
• Willing to work full-time night shift

Work Schedule: Night Shift

SELECT VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first‑class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

Enjoy the following benefits:

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family‑like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park

*Terms and conditions apply.