Retention Specialist

MicroSourcing International; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

Healthcare on day one

Bonuses

Paid time-off with cash conversion

Group life insurance

Flexible work arrangements

Career growth

Inclusive culture

Job summary

MicroSourcing is seeking a Retention Specialist for an onsite night-shift role in Eastwood, Quezon City. The position focuses on win-back outreach, handling cancellations, pauses, and downgrades, and driving proactive retention strategies.

You will document case details in the CRM, analyze churn trends, and collaborate with Operations, Product, and QA to improve customer retention. A minimum of 2 years in customer-facing roles and outbound experience is required.

Qualifications

• 2+ years in a customer-facing role, including at least 1 year in outbound calls, save desks, retention, or re-engagement campaigns.

Responsibilities

• Conduct proactive outbound calls and win-back outreach to convert free trial no-shows, absent participants, and cancelled subscribers into active members.
• Handle inbound cancellation, pause, and downgrade requests across phone, chat, and email to save accounts through consultative problem-solving.
• Uncover root causes of drop-off and churn, offering tailored solutions within guardrails.
• Maintain an authentic, conversational, and unscripted tone across all communication channels while documenting case details in the CRM.
• Identify recurring churn trends and share insights with Operations, Product, and QA teams to improve retention.

Skills

Outbound calling

Customer service

Active listening

CRM usage

Tools

CRM software

Ticketing systems

Job description

Position: Retention Specialist

Location: Eastwood, Quezon City

Work setup & shift: Onsite | Night shift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Retention Specialist, you will:

• Conduct proactive outbound calls and win-back outreach to convert free trial no-shows, absent participants (5+ weeks), and cancelled subscribers into active members.
• Handle inbound cancellation, pause, and downgrade requests across phone, chat, and email to save accounts through consultative problem-solving.
• Uncover root causes of drop-off and churn, offering tailored solutions such as plan adjustments, pauses, or authorized discounts within guardrails.
• Maintain an authentic, conversational, and unscripted tone across all communication channels while accurately documenting case details in the CRM.
• Identify recurring churn trends and share actionable insights with Operations, Product, and QA teams to improve overall customer retention.

What You Need

Non-negotiables

• 2+ years of experience in a customer-facing role, including at least 1 year in outbound calls, save desks, retention, or re-engagement campaigns.
• Proven track record in outbound conversion/win-backs, inbound save handling, and sales closure or upselling in subscription or direct-to-consumer environments.
• Exceptional spoken English with a warm, natural, and conversational tone, combined with concise, error-free written chat and email skills.
• Strong active listening, objection-handling, and consultative selling abilities with a resilient, coachable mindset.
• Disciplined CRM logging and documentation skills with strict adherence to pricing and policy guardrails.

Preferred Skills/expertise

• Experience supporting US customers and familiarity with US phone etiquette.
• Prior experience with subscription models, e-commerce, EdTech, or family-focused products.
• Hands-on experience with CRM platforms, ticketing software, and retention reporting.
• History of top-performer awards, high save-rate metrics, or superior QA scores.
• Proven ability to switch dynamically between outbound campaigns and inbound queues based on real-time volume.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply