Retention Specialist

Viventis Search Asia; Philippines; On-site; PHP 508,000 - 608,000; Full time

Job summary

Viventis Search Asia is seeking a Customer Service Representative in BGC, Taguig City. This onsite role offers shifting schedules across day, mid, and night shifts, focusing on post-market support to help customers stay on therapy and feel supported after using the products.

The team emphasizes empathy, accuracy in CRM documentation, and meeting targets while maintaining high-quality customer experiences. 3–5 years of related experience and strong English communication are desired.

Qualifications

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

Responsibilities

• Make proactive outbound calls to customers after they begin using our products.
• Listen actively to understand customer concerns and underlying issues.
• Help customers navigate friction and renew product usage with confidence.
• Resolve questions and concerns within approved procedures.
• Document customer interactions, actions, and outcomes in CRM systems.
• Take ownership of follow-ups and ensure timely closures with customers and teams.
• Identify at-risk behaviors and act within scope of role.
• Escalate issues to relevant internal teams when needed.
• Share recurring feedback with team leads and operations teams.
• Handle sensitive customer information in compliance with privacy and security requirements.
• Meet productivity, quality, and customer experience targets in a high-volume environment.

Skills

Outbound calls

Customer service

Phone support

CRM documentation

English communication

Job description

• Role: Customer Service Representative

• Location: BGC, Taguig City

• Work Setup: Onsite

• Schedule: Shifting (Day, Mid, and Night Shifts)

• Salary: Up to ₱50,000

Our Customer Service Representative team helps customers stay on therapy and feel supported after they begin using our products. This is a human-centered, operationally focused role that directly contributes to customer experience, product engagement, and long-term retention.

Key Responsibilities

• Make proactive outbound calls to customers after they begin using our 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.

Qualifications

• 3–5 years of experience in outbound customer service, customer support, customer success, customer research, inside sales support, retention support, or a related field.

• Proven experience supporting customers through phone-based interactions in a structured service environment.

• Strong verbal and written English communication skills.