Telco Collections Specialist - CSR

UnifyCX; Philippines; On-site; PHP 99,000 - 121,000; Full time

Job summary

UnifyCX is seeking an extraordinary Telco Collections Specialist to join our motivated team in the Philippines. You will focus on retaining customers by addressing concerns, promoting loyalty, and delivering personalized solutions to reduce churn.

Responsibilities include engaging at-risk customers, handling escalations, and promoting upgrades while meeting retention targets. Onsite work at ETON Centris, Quezon City, with collaboration across internal teams to improve experiences.

Qualifications

• Excellent English skills with proper grammar.
• At least 1 year of experience in collections, sales, retention, billing, or account management roles.
• Strong interpersonal and communication skills with the ability to de-escalate and resolve conflicts.
• Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office).

Responsibilities

• Engage with at-risk customers to understand concerns and present solutions that encourage continued use of services.
• Handle escalated issues with prompt, satisfactory resolutions to build trust and loyalty.
• Promote additional products, services, or upgrades that align with customer needs.
• Monitor retention trends and provide insights to improve retention strategies.
• Develop meaningful connections with customers through active listening and personalized communication.
• Meet or exceed retention targets and customer satisfaction standards.
• Collaborate with internal teams to refine processes and enhance customer experiences.

Skills

Excellent English

CRM experience

Communication

Retention goals

Problem solving

De-escalation

Multitasking

Tools

CRM tools

Microsoft Office

Job description

UnifyCX is looking for an extraordinary Telco Collections Specialist to join our motivated and ambitious team.

What Will You Do?

We are looking for a proactive and results-oriented Telco Collections Specialists to join our team. In this critical role, you will focus on retaining and strengthening relationships with our valued customers by addressing their concerns, identifying solutions, and promoting service loyalty. By understanding customer needs and delivering personalized solutions, you will play a vital role in reducing churn and fostering long-term customer satisfaction.

• Engage with customers who are at risk of discontinuing services to understand their concerns and present solutions that encourage continued use of our broadband and video offerings
• Effectively handle escalated issues, offering prompt and satisfactory resolutions to build customer trust and loyalty
• Promote additional products, services, or upgrades that align with the customer’s needs and enhance their overall experience
• Monitor retention trends, analyze customer feedback, and provide insights to improve retention strategies
• Develop meaningful connections with customers through active listening, empathy, and personalized communication
• Meet or exceed retention targets, customer satisfaction scores, and quality assurance standards
• Collaborate with internal teams to refine processes and enhance customer experiences.
• Be skilled in multi-tasking while effectively navigating across multiple technology platforms and systems
• Maintain customer records by updating account information

Who You Are:

To be considered, candidates are expected to have the following:

Required Qualifications

• Excellent English skills - proper written and oral grammar
• Minimum 1 year of experience in collections, sales, retention, billing, or account management roles.
• Strong interpersonal and communication skills, with the ability to de-escalate and resolve conflicts.
• A customer-first mindset with a focus on building long-term relationships.
• Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office).
• Demonstrated ability to meet retention or performance goals in a metrics-driven environment.
• Problem-solving skills and the ability to adapt to customer needs in real-time.
• Ability to thrive and remain positive in a constantly changing environment

Preferred Qualifications

• At least 1 year of experience in the broadband, telecommunications, or video services industry.
• Knowledge of customer retention strategies and techniques.
• Familiarity with data analysis tools or reporting software.
• Familiarity with inbound sales techniques and objection-handling strategies
• Amenable to work fully onsite at ETON Centris, Quezon City

Who We Are:

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.