Onsite Outbound Support Specialist – Customer Retention

Viventis Search Asia; Taguig; Sur place; PHP 498 000 - 596 000; Plein temps

Résumé du poste

Viventis Search Asia is looking for a Customer Service Representative to support customers post-purchase and ensure a positive experience in their therapy journey.

The role is onsite in BGC, Taguig City with shifting day, mid, and night schedules. Salary offers up to ₱49,000, with a focus on maintaining high-quality service in a high-volume environment while safeguarding customer privacy. Document interactions in CRM and collaborate with internal teams to improve retention.

Qualifications

• 3–5 years of experience in outbound customer service or related field.
• Experience supporting customers via phone in a structured service environment.
• Strong verbal and written English communication skills.

Responsabilités

• Make proactive outbound calls to customers after they begin using products to provide post-market support and address their needs.
• Listen actively to understand both what customers are saying and the underlying concerns behind their issues.
• Help customers navigate friction, confusion, dissatisfaction, or challenges so they can continue using the product with confidence.
• Resolve customer questions and concerns within approved procedures and guidelines.
• Receive and document customer complaints accurately in accordance with established protocols.
• Document every customer interaction, action taken, and outcome in CRM and case management systems.
• Take ownership of follow-ups and ensure timely closure with both customers and internal teams.
• Identify customer behaviors or concerns that may indicate a risk of disengagement and take appropriate action within the scope of the role.
• Escalate issues appropriately and collaborate with relevant internal teams when necessary.
• Share recurring customer feedback and trends with team leads, Quality, Training, and Operations teams.
• Handle sensitive customer information responsibly and comply with all privacy, security, and regulatory requirements.
• Meet productivity, quality, accuracy, and customer experience targets in a high-volume environment while maintaining a personalized and empathetic approach.

Connaissances

Outbound customer service

Verbal English

Description du poste

Viventis Search Asia is looking for a Customer Service Representative to support customers post-purchase and ensure a positive experience in their therapy journey.

The role is onsite in BGC, Taguig City with shifting day, mid, and night schedules. Salary offers up to ₱49,000, with a focus on maintaining high-quality service in a high-volume environment while safeguarding customer privacy. Document interactions in CRM and collaborate with internal teams to improve retention.