Customer Service and Retention Agent (US Team)

Select Voice; Cebu City; On-site; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Medical/Dental coverage

Life insurance

Weekly in-house massage

Referral bonus

Career development

Service incentive leave

Annual salary increase

Team outings

Coffee & beverages

Sleeping lounge & canteen

Cebu IT Park location

Job summary

Select VoiceCom, a US-Australian-owned call center expanding to Cebu IT Park, seeks night-shift customer support for a newspaper subscription service in the Philippines. You will answer inquiries, handle billing concerns, retain subscribers, and resolve disputes.

On-site in Cebu, you'll join a dynamic team with competitive benefits and opportunities for career development. We value integrity, excellent service, and a customer-first mindset, with weekend shifts and a collaborative, family-like

Qualifications

• Minimum 1 year combined customer service and retention experience.
• Experience in subscription services is a plus.
• Flexible to handle both customer service and retention calls.
• Near-native English speaking with minimal accent.
• Must follow SOPs, KPIs and multitask efficiently.
• High degree of professionalism and integrity; team player.
• Understanding of American consumer mentality is a plus.
• Willing to work on-site, weekend shifts, and night schedule.

Responsibilities

• Answer inquiries regarding subscriptions with no selling involved.
• Attend to billing concerns and resolve billing disputes.
• Retain subscriptions and minimize churn.
• Maintain adherence to SOPs and KPIs while multitasking.

Skills

Customer service

Retention

Upselling

English fluency

Multitasking

Team player

Ethics

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 1 year of 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.

Check out our Facebook page: www.facebook.com/selectvoicecomph

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.