Customer Retention Specialist

Strengthen Subscriber Loyalty Across Australia's Digital Media Industry

In subscription media, every successful save protects more than a sale-it preserves a customer relationship and the value behind it. As a Customer Retention Specialist, you'll join a pioneer retention team supporting one of Australia's leading media organizations, helping subscribers stay connected to trusted news and premium digital experiences. Bring your proven retention expertise to high-impact save conversations, cancellation prevention, and value-based offers that strengthen loyalty and commercial performance. Through Emapta, you'll gain international exposure and build a stable global career backed by continuous development, premium benefits, and a Top 1% employee experience.

Job Overview

• Employment Type: Full Time
• Shift: Day Shift, Shifting Off
• Salary: Up to PHP 60,000 (based on skills, expertise, and experience)
• Work Setup: Onsite, Ortigas

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Day Shift schedule
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• At least 3 years of customer-facing experience with solid hands-on customer retention experience, preferably within a high-volume contact center
• Proven success in customer saves, cancellation prevention, retention conversations, and achieving retention or sales targets
• Strong persuasion, negotiation, objection handling, needs analysis, and relationship-building skills
• Experience in retention, subscription services, account renewals, sales, or other save-focused environments
• Proven ability to support customers across voice, chat, and email
• Ability to resolve cancellation requests and recommend appropriate offers, products, upgrades, or solutions that strengthen retention
• Excellent written and verbal English communication with strong problem-solving and decision-making skills
• Results-driven and comfortable working against retention, sales, quality, and customer experience KPIs
• Strong attention to detail, data entry accuracy, organization, and ability to perform in a high-volume environment
• Flexibility to work shifting schedules, weekends, holidays, and overtime when required

Your Daily Tasks

Retention & Sales Performance

• Manage inbound and outbound customer interactions across phone, live chat, and email with a primary focus on customer retention and sales growth
• Maximize Customer Lifetime Value (CLV) by conducting effective needs analysis to resolve issues, identify attrition risks, and uncover upselling or cross-selling opportunities
• Execute retention strategies for at-risk customers through persuasive communication and appropriate customer offers
• Convert sales opportunities by recommending suitable product upgrades, additional services, or subscription options aligned with customer needs
• Educate customers on subscription features, benefits, and best practices to increase engagement and reduce future churn
• Manage the full subscription lifecycle, including purchases, modifications, suspensions, and cancellations, while maintaining a strong retention focus
• Review and update customer account information, including subscription, payment, and delivery details, to support service continuity and compliance

Operational Excellence

• Accurately document all customer interactions, communications, and transactions within company systems
• Maintain comprehensive and up-to-date customer records
• Follow established company policies, procedures, and operational guidelines to ensure service consistency and efficiency
• Identify outdated processes, operational inefficiencies, or barriers that may impact customer experience, retention, or sales outcomes
• Consistently achieve or exceed performance targets for sales, retention, quality standards, and customer experience metrics
• Deliver exceptional customer service aligned with established Customer Experience (CX) scorecard standards
• Perform additional duties assigned by the Team Leader that align with the responsibilities of the role

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.

Apply now and be part of the #EmaptaEra.