Senior Retention Specialist — Drive Customer Outcomes

Acquire Intelligence; Pasig; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

HMO coverage

Epic yearly events

Value awards

Career growth

Meaningful work

12 vacation leaves

12 sick leaves

Birthday leave

14th month pay

Referral incentives

Job summary

Hipages is seeking an experienced Retention Specialist to protect and grow the tradie base. You will engage customers, resolve issues, restore value, and reduce churn across the platform, including collections conversations as needed.

You'll work with multiple internal teams to sustain high engagement, achieve retention KPIs, and coach peers on best-practice conversations. This role requires strong communication and commercial judgment in a fast-paced online marketplace.

Qualifications

• Minimum 5+ years’ experience in sales, customer service, account management or customer retention.
• Minimum 3+ years’ experience in high-volume phone-based retention, collections or customer support.
• Proven track record of achieving retention, sales, revenue and KPI targets.

Responsibilities

• Meet and exceed daily, weekly and monthly KPIs, retention and sales targets.
• Manage a high volume of inbound and outbound customer calls, with substantial talk time.
• Take ownership of complex cancellation, downgrade, renewal and collections conversations.
• Use needs analysis to understand customer concerns and provide retention solutions.
• Handle objections and difficult conversations while balancing customer and business needs.
• Clearly communicate value of hipages products and packages.
• Support collections discussions and payment options as needed.
• Coach peers, provide side-by-sides, calibrations and onboarding best practices.
• Identify recurring themes and propose process improvements to the Team Leader.
• Collaborate with internal teams to resolve issues and escalations.
• Maintain accurate CRM notes and ensure progress toward resolution.
• Adhere to Sales Policy, QA, compliance, licensing and internal processes.

Skills

Sales experience

Customer service

Account management

Customer retention

CRM experience

Tools

Salesforce

Job description

Hipages is seeking an experienced Retention Specialist to protect and grow the tradie base. You will engage customers, resolve issues, restore value, and reduce churn across the platform, including collections conversations as needed.

You'll work with multiple internal teams to sustain high engagement, achieve retention KPIs, and coach peers on best-practice conversations. This role requires strong communication and commercial judgment in a fast-paced online marketplace.