Retention Specialist - Night Shift (Onsite, QC)

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

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.