5,244 Retention Specialist jobs in the Philippines

Qualifications:

• Minimum 3 years of customer retention experience
• Proven stability in employment history
• Experience in outbound win-back campaigns is a plus
• Strong background in email, chat, and phone-based customer support
• Willing to work mid-shift and shifting schedules

Customer Service Skills

• Exceptional customer service and retention/sales skills, with a passion for delivering outstanding experiences
• Excellent written and spoken English communication skills
• Strong judgment and practical problem-solving abilities

Job Type: Full-time

Pay: Php35, Php55,000.00 per month

Experience:

• Customer service: 3 years (Required)
• US/UK customers: 3 years (Preferred)
• Recent customer retention: 3 years (Required)

Work Location: In person

Your Daily Tasks:

• Retain canceling customers and win back lapsed customers
• Serve as a key member of the retention team and meet retention targets
• Build empathy-driven, rapport-rich conversations to encourage customer loyalty
• Provide inbound and outbound customer support via email, phone, and live chat
• Resolve a wide range of customer issues, from assigning qualified Housekeepers to identifying cancellation drivers
• Take full ownership of customer concerns and resolve each issue effectively the first time

The Qualifications We Seek:

• At least 2 years of experience in retentions and customer service, or sales
• Experience in outbound win-back campaigns is a plus
• Strong background in email, chat, and phone-based customer support
• Experienced with US/UK customers or marketplace services is a bonus
• Tech-savvy; Zendesk experience is an advantage
• Must be willing to work on Mid-shift or Night Shift
• Must be willing to work Onsite or on a Hybrid Setup

Customer Service Skills:

• Exceptional customer service and retention/sales skills, with a passion for delivering outstanding experiences
• Excellent written and spoken English communication skills
• Strong judgment and practical problem-solving abilities

Job Types: Full-time, Permanent

Pay: Php35, Php55,000.00 per month

Benefits:

• Health insurance
• Work from home

Experience:

• Retentions: 2 years (Required)
• Customer service: 2 years (Preferred)
• US/UK customers: 1 year (Preferred)

Work Location: In person

Job Responsibilities:

• Maintain high knowledge on all departments
• Have extensive experience with Salesforce and knowledge of navigating the interface.
• Ability to provide a high level of detail to the Retention Account Manager related to the customer's account.
• Work directly with the Retention Account Manager to provide research on renewal targets
• Review and process inbound leads to the correct sales team.
• Work with other departments to drive renewal and cross sell success

Technical Requirements:

Experience:

• One year of experience in Customer Care, Service, or Sales Administration
• Extensive experience with Salesforce
• Experience working with Sales Teams
• Related Experience is a must
• Experience in MS Suite

Job Responsibilities:

• Maintain high knowledge on all departments
• Have extensive experience with Salesforce and knowledge of navigating the interface.
• Ability to provide a high level of detail to the Retention Account Manager related to the customer's account.
• Work directly with the Retention Account Manager to provide research on renewal targets
• Review and process inbound leads to the correct sales team.
• Work with other departments to drive renewal and cross sell success

Technical Requirements:

Experience:

• One year of experience in Customer Care, Service, or Sales Administration
• Extensive experience with Salesforce
• Experience working with Sales Teams
• Related Experience is a must
• Experience in MS Suite

Join Nooro and Turn Cancellations into Customer Loyalty

At Nooro, we believe every customer interaction is a chance to build trust, create memorable experiences, and nurture long-term relationships. As a leader in the eCommerce health and wellness space, we're looking for a Retention Specialist who can transform returns and cancellations into renewed loyalty—keeping customers engaged, satisfied, and connected to the benefits our products bring to their well-being.

Why Nooro?

• $600/month + performance-based incentives.

Who Thrives in This Role?

The ideal candidate is a skilled communicator with the empathy to understand customer concerns and the confidence to turn a "no" into a "yes." They excel at de-escalation, know how to educate customers on the real value of a product, and have a proven track record of reducing churn in a fast-paced, performance-driven environment.

What You'll Be Doing:

• Engage with customers requesting returns, refunds, or cancellations with the goal of retaining their business.
• Educate customers on product benefits in relation to their health needs to encourage continued use.
• Process returns and refunds professionally, ensuring customer satisfaction while protecting retention metrics.
• Partner with Support and Sales teams to enhance customer experience and reduce returns.
• Monitor retention trends and provide insights to improve processes and policies.
• Meet or exceed retention, satisfaction, and loyalty targets.

Requirements

• 2+ years of customer retention experience, ideally in eCommerce or customer service.
• Demonstrated success in managing returns, refunds, and customer retention.
• Familiarity with CRM tools and platforms like Shopify, Gorgias, and Vonage.
• Strong problem-solving skills with a customer-first approach.
• Ability to remain calm and persuasive in high-pressure situations.
• Excellent written and verbal communication skills in English.

Job Type: Full-time

Pay: Php30, Php35,000.00 per month

Benefits:

• Work from home

Work Location: Remote

Qualifications:

• Minimum 3 years of customer retention experience
• Proven stability in employment history
• Experience in outbound win-back campaigns is a plus
• Strong background in email, chat, and phone-based customer support
• Willing to work mid-shift and shifting schedules

Customer Service Skills

• Exceptional customer service and retention/sales skills, with a passion for delivering outstanding experiences
• Excellent written and spoken English communication skills
• Strong judgment and practical problem-solving abilities

Job Type: Full-time

Experience:

• Recent customer retention: 3 years (Required)

Work Location: In person

We are seeking a proactive and customer-focused Retention Specialist to join our team. This role is responsible for reducing customer churn, strengthening client relationships, and ensuring long-term customer satisfaction and loyalty. The ideal candidate is persuasive, empathetic, and skilled in problem-solving to effectively address customer concerns and retain their business.

Key Responsibilities

* Contact customers who are at risk of cancellation or have shown signs of disengagement.

* Identify reasons for customer dissatisfaction or cancellation and develop tailored solutions to address their needs.

* Build and maintain strong relationships with existing customers to increase loyalty and lifetime value.

* Collaborate with sales, support, and marketing teams to improve the overall customer experience.

* Track and analyze customer feedback, churn metrics, and retention trends.

* Create and implement retention strategies and campaigns.

* Maintain accurate records of customer interactions and outcomes in CRM systems.

* Prepare regular reports on retention activities and results for management review.

Qualifications

* Proven experience in customer service, account management, and retention roles.

* Strong interpersonal and communication skills (verbal and written).

* Excellent problem-solving and negotiation abilities.

* Ability to remain calm under pressure and handle challenging situations professionally.

* Familiarity with CRM software and data analysis tools is an advantage.

Key Competencies

* Customer-centric mindset

* Persuasiveness and empathy

* Active listening

* Conflict resolution

* Analytical thinking

* Goal-oriented and results-driven

Work Environment

* Full-time role

* Work on-site

* Night shift - following Canada Eastern Time

* Fixed Sat-Sun OFF

Job Type: Full-time

Pay: Php13, Php15,000.00 per month

Work Location: In person

Who we are
Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way
At Employment Hero, we're proud of our unique DNA, which we call The EH Way.

1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
3. We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scale
4. We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values - we role model our values 100% of the time
6. We Expect High Performance - we set a high standard and we're not satisfied with being average

This role
As a Retention Consultant, you'll be working with our Customer Retention Team. You will be the specialist who intercepts cancellation requests ("saves") and rescues at-risk customers. You'll diagnose why a customer is leaving, present the right save offer, and close the loop so we retain revenue and learn from every case. You'll also maintain impeccable case hygiene so we can spot systemic churn drivers and fix them.

Your key focus areas will be measured by:

• Save Rate
• Time to First Contact and Time to Outcome Reached
• Case Data Accuracy and Completeness
• Adherence to Playbook and approval policy
• Post-save sentiment
• Insight Quality (actionable recommendations / adopted by the business)

This will include the following:

• Own your cancel queue - Rapidly engage customers who request to cancel; uncover goals, pain points, and root causes; negotiate and secure retention outcomes.
• Apply standard save offers - Use our playbooked levers (e.g., discounts, credits, billing pauses, plan right-sizing, enablement packages) within policy; seek approvals for exceptions when needed.
• Be creative when needed - For complex accounts, craft targeted save proposals that balance customer value and commercial impact.
• Diagnose and resolve blockers - Coordinate with Support, Product, CS, Billing and Finance to resolve underlying issues impacting retention.
• Maintain case accuracy - Log every save attempt with complete, structured data (reason taxonomy, product/feature, root cause, competitor, offer used, outcome, revenue at risk/retained, follow-ups).
• Generate churn insights - Analyse patterns and provide weekly insights to the Retention & Engagement Lead; recommend fixes to processes, content, product, or pricing.
• Improve the playbook - Contribute scripts, objection-handling, offers, and "when to escalate" rules; A/B test approaches to lift save rate.
• Measure and report -Track performance and forecast saves impact; ensure reporting is accurate and timely.
• Champion empathy + clarity - Educate customers on product value and resources while advocating internally for improvements.

Who you are
To thrive at Employment Hero, you'll need to embody The EH Way - operating with focus, agility, and an obsession with impact.

For this role, you'll also bring:

• 3+ years in a retention/saves, customer success, account management, or support escalation role in SaaS.
• Discovery, negotiation, and objection-handling skills with a calm, empathetic style.
• Attention to detail with excellent case documentation discipline.
• Commercial acumen; comfort balancing customer value with unit economics.
• Data literacy (can segment reasons, build simple analyses, and tell a clear story).
• Proficiency with CRM/ticketing and billing platforms; comfortable collaborating cross-functionally (Zendesk, Salesforce)
• Curiosity, resilience, and a bias to action in fast-paced environments.

What we can offer
At Employment Hero, we don't just talk about a better way to work - we live it. Joining Employment Hero means:

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You'll also have access to a wide range of benefits that includes: a very generous parental leave policy, subsidised egg freezing (so you can make the choice that's right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here:

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

Candidates are kindly requested to submit their CV in PDF format for review.

Job Responsibilities:

• Maintain high knowledge on all departments
• Have extensive experience with Salesforce and knowledge of navigating the interface.
• Ability to provide a high level of detail to the Retention Account Manager related to the customer's account.
• Work directly with the Retention Account Manager to provide research on renewal targets
• Review and process inbound leads to the correct sales team.
• Work with other departments to drive renewal and cross sell success

Technical Requirements:

Experience:

• One year of experience in Customer Care, Service, or Sales Administration
• Extensive experience with Salesforce
• Experience working with Sales Teams
• Related Experience is a must
• Experience in MS Suite