Inhouse Loyalty and Retention for a Canadian Telco Account

TELUS; Taguig; On-site; PHP 315,000 - 377,000; Full time

Benefits offered by this job

Incentives program

Job summary

TELUS in Taguig is hiring for a full-time Inhouse Loyalty and Retention specialist to support a Canadian telecom account. You will handle customer interactions, address concerns, and propose plan optimizations to reduce churn.

Daily duties include analyzing accounts, identifying retention opportunities, resolving billing and service issues, and documenting interactions in internal systems. You will collaborate with teammates and leadership on training and customer-experience initiatives.

Qualifications

• Customer service and account management skills, sales and with the ability to handle inquiries, resolve issues, and build long-term customer relationships.
• Sales and negotiation abilities, including upselling, cross-selling, and presenting retention offers in a clear, customer-focused manner.
• Communication and interpersonal skills, such as active listening, professional spoken and written English, and the capacity to de-escalate challenging situations.
• Analytical and problem-solving skills, including comfort with interpreting account information, identifying trends, and recommending practical solutions.
• Technical proficiency with contact center tools, CRM systems, and basic office applications, plus the ability to learn new digital platforms quickly.
• Adaptability and resilience, with the ability to work in a fast-paced environment, meet performance targets, and maintain high-quality service standards.
• Previous experience in telecommunications, loyalty programs, or customer retention roles is an advantage.
• Completion of secondary education; post-secondary education or equivalent work experience in a related field (e.g., business, communications) is preferred.
• Willingness to work on-site in Taguig and to follow assigned schedules, including possible shifts, weekends, and holidays as required by business needs.

Responsibilities

• Handle customer interactions to address concerns and offer retention solutions aligned with policies.
• Analyze customer accounts to identify opportunities to improve satisfaction and reduce churn.
• Provide plan optimization recommendations and loyalty offers as appropriate.
• Resolve billing and service issues and document interactions in internal systems.
• Collaborate with colleagues and leadership to share insights and participate in training.
• Support initiatives aimed at enhancing customer experience and long-term loyalty.

Skills

Customer service

Account management

Sales

Upselling

Communication skills

Interpersonal skills

Active listening

Problem solving

CRM systems

Contact center tools

Office applications

Ability to de-escalate

Adaptability

Education

High school diploma or equivalent

Tools

CRM systems

Contact center tools

Office applications

Job description

Salary is up to PHP 31,000 PLUS generous account incentives.

Company Description TELUS is a purpose-driven, technology-focused company where team members collaborate every day to innovate and create positive impact. The organization is committed to helping customers, communities, and team members thrive in a digital world through inclusive culture, meaningful work, and support for personal growth. TELUS encourages individuals to bring their whole selves to work, offering a workplace where opinions are valued and potential is nurtured. The company also emphasizes community involvement and environmental responsibility, inviting team members to contribute to sustainable change. As part of a digitally enabled workforce, TELUS continues to build Canada and offers diverse career opportunities through www.telus.com

/careers.

Salary is up to PHP 31,000 PLUS generous account incentives.

Company Description TELUS is a purpose-driven, technology-focused company where team members collaborate every day to innovate and create positive impact. The organization is committed to helping customers, communities, and team members thrive in a digital world through inclusive culture, meaningful work, and support for personal growth. TELUS encourages individuals to bring their whole selves to work, offering a workplace where opinions are valued and potential is nurtured. The company also emphasizes community involvement and environmental responsibility, inviting team members to contribute to sustainable change. As part of a digitally enabled workforce, TELUS continues to build Canada and offers diverse career opportunities through www.telus.com

/careers.

Role Description

This full-time, on-site role is based in Taguig and focuses on loyalty and retention for a Canadian Telco account. The Inhouse Loyalty and Retention team member will handle customer interactions to address concerns, provide plan optimization, and offer retention solutions that align with customer needs and company policies. Daily responsibilities include analyzing customer accounts, identifying opportunities to improve satisfaction and reduce churn, and recommending suitable products, services, or loyalty offers. The role involves resolving billing and service issues, documenting interactions accurately in internal systems, and following established procedures and compliance requirements. The team member will collaborate with colleagues and leadership to share insights, participate in performance and product training, and support initiatives aimed at enhancing customer experience and long-term loyalty.

Qualifications

At least 6 months c

• ustomer service and account management skills, sales and with the ability to handle inquiries, resolve issues, and build long-term customer relationships.
• Sales and negotiation abilities, including experience in upselling, cross-selling, and presenting retention offers in a clear, customer-focused manner.
• Communication and interpersonal skills, such as active listening, professional spoken and written English, and the capacity to de-escalate challenging situations.
• Analytical and problem-solving skills, including comfort with interpreting account information, identifying trends, and recommending practical solutions.
• Technical proficiency with contact center tools, CRM systems, and basic office applications, plus the ability to learn new digital platforms quickly.
• Adaptability and resilience, with the ability to work in a fast-paced environment, meet performance targets, and maintain high-quality service standards.
• Previous experience in telecommunications, loyalty programs, or customer retention roles is an advantage.
• Completion of secondary education; post-secondary education or equivalent work experience in a related field (e.g., business, communications) is preferred.
• Willingness to work on-site in Taguig and to follow assigned schedules, including possible shifts, weekends, and holidays as required by business needs.