Loyalty and Retention Specialist

aldesabpo; Cebu City; On-site; PHP 279,000 - 446,000; Full time

Job summary

aldesabpo is seeking a Loyalty & Retention Specialist in the Philippines to engage at-risk customers and turn challenging conversations into positive outcomes. You will resolve concerns, handle objections, and apply retention strategies to meet performance targets.

Ideal candidates have experience in customer service, retention, or sales, strong communication skills, and familiarity with CRM platforms. The role requires teamwork and adaptability in a fast-paced setting.

Qualifications

• Experience in customer service, retention, sales, or related roles.
• Experience working toward retention or other performance-based targets is a plus.
• Strong verbal and written communication skills.

Responsibilities

• Engage with customers considering cancellation and identify solutions to retain them.
• Respond to inquiries and complaints, de-escalate conversations, and resolve issues.
• Build rapport through active listening, empathy, and clear communication.

Skills

Customer service

Retention

Sales mindset

Active listening

CRM software

Microsoft Office

Tools

CRM systems

Job description

About the role

The Loyalty & Retention Specialist works directly with at-risk customers. You will identify customer concerns, resolve issues, handle objections, and offer appropriate retention solutions while creating a positive customer experience. This role is ideal for someone with experience in customer service, retention, or sales who is confident communicating with customers, comfortable working toward performance targets, and skilled at turning challenging conversations into positive outcomes.

Key responsibilities

• Engage with customers who may be considering cancellation, understand their concerns, and identify appropriate solutions to retain their business
• Respond to customer inquiries and complaints, identify the source of dissatisfaction, de-escalate difficult conversations, and work toward effective resolutions
• Build rapport with customers through active listening, empathy, clear communication, and a solutions-focused approach
• Identify opportunities to recommend relevant products, services, promotions, or solutions based on customer needs
• Accurately document customer interactions, outcomes, and relevant account information using company systems and CRM platforms
• Meet established retention and performance targets, participate in ongoing training and coaching, and share customer feedback that may help improve the overall customer experience

About you

• Previous experience in customer service, retention, sales, or a related customer-facing role; BPO/call center experience is preferred
• Experience working toward retention, sales, or other performance-based targets is an advantage
• Strong verbal and written communication skills
• Excellent active listening, empathy, negotiation, and problem-solving abilities
• Comfortable handling objections and difficult customer conversations
• Able to work effectively in a fast-paced, high-volume environment
• Familiarity with CRM customer support platforms and Microsoft Office applications
• Ability to learn new systems and processes quickly
• Resilient, dependable, and able to work effectively as part of a team