Telco Retention Specialist — Collections Pro

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 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.