Position Overview
The Retention Representative plays a vital role in ensuring client satisfaction, loyalty, and long-term retention. While also supporting general customer service needs, this role focuses heavily on nurturing customer relationships, proactively identifying concerns, and taking meaningful action to retain clients. This role bridges the gap between exceptional service and proactive client care.
Key Responsibilities
Retention-Focused Duties
- Proactively reach out to clients who have canceled or paused services to understand their concerns and offer solutions.
- Identify trends in cancellations or dissatisfaction and escalate insights to management.
- Collaborate with scheduling and operations to resolve issues that may cause a customer to leave.
- Maintain and update the Cancellation Tracker and follow up on all lost clients.
- Build trust with clients by personalizing follow-up, offering tailored resolutions, and maintaining consistent communication.
Customer Service Duties
- Respond to incoming calls, texts, and emails related to services, scheduling, and pricing.
- Manage bookings, reschedules, and cancellations efficiently and accurately.
- Provide clear, professional communication about the company’s services and policies.
- Address and resolve customer concerns or complaints quickly and effectively.
- Follow up on feedback and complaints with supporting documentation (e.g., uploading photos, updating the Feedback Tracker).
- Coordinate with cleaners regarding feedback and customer needs.
- Audit cleaner time logs and ensure accurate data is maintained.
- Encourage and guide customers to leave reviews (Google, etc.) as part of feedback collection.
- Support the admin team with general office tasks, including updates in CRM and internal communication tools.
Qualifications
· 1+ year of experience in a leadership position, preferably in Client Retention
· 3+ years of experience in customer service, with a strong emphasis on client relationship management — retention experience is required.
· Strong written and verbal communication skills in English
· Excellent problem-solving and active listening skills
· Detail-oriented with the ability to manage multiple tasks simultaneously
· Proficient in CRM systems, Microsoft Office, and Google Workspace
· Comfortable working in a fast-paced, team-oriented environment
· Friendly, compassionate, and customer-focused attitude
Compensation & Benefits
- Biweekly Payment
- PTO (Paid Time Off)
- Flexible scheduling options
- Opportunity for performance-based bonuses
Job Type: Full-time
Pay: Php62,507.00 per month
Benefits:
- Flexible schedule
- Paid training
- Work from home
Work Location: Remote