Sr. Customer Retention Specialist

Hace 17 horas

asia, lima, Perú Acquire.AI Jornada completa S/ 49,000 Por obra

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## Sr. Customer Retention SpecialistApply: Pasig City: Full time: Posted Today: End Date: October 31, 2026 (30+ days left to apply): R12933We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldAt Acquire Intelligence, our mission is to help business work smarter.We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.
Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.
If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.*Advance Your Career
- Join us today and be part of a team where your work makes an impact*WHY JOIN THE A-TEAM? Come for a career, stay for the funHere’s what’s waiting for you:
* HMO coverage for you and your family* Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023)
* Recognition through our Value Awards — we celebrate your wins
* Real career growth with internal promotions
* Meaningful work with talented and supportive teamsYour future matters:
* 900 internal promotions every year
* 2,700+ leadership training coursesExtra rewards along the way:
* 14th Month Pay for employees who complete 5 years with us
* Generous referral incentives of up to ₱42,000 depending on the roleEnjoy work-life balance:
* 12 Vacation Leaves\\ 12 Sick Leaves\\ 1 Birthday Leave\\*A SNAPSHOT OF YOUR ROLE Your Role Purpose & ObjectiveThe Retention team plays a key role in protecting and growing the hipages customer base by engaging tradies who may be at risk of leaving the platform. The purpose of this role is to understand customer concerns, identify opportunities to restore value, and provide tailored solutions that improve customer satisfaction and retention.You will work closely with businesses to uncover the reasons behind cancellation requests, resolve issues where possible, and clearly communicate the value of hipages products and services. This includes helping customers better understand their package, improve their experience on the platform, and feel supported in achieving their business goals.The role also supports collection-related activity by having clear and professional conversations with customers about outstanding payments, account status, and options available to help resolve overdue balances where appropriate.The objective of the role is to reduce churn, improve save rates, support payment resolution, increase customer engagement, and turn at-risk customers into retained, satisfied and active hipages customers.How you will add value In this role, you will add value by helping retain and re-engage tradies who may be at risk of leaving the hipages platform. You will use strong communication, objection handling and product knowledge to understand customer concerns, restore value and support positive commercial outcomes.

Key responsibilities
include:* Meet and exceed daily, weekly and monthly KPIs, retention and sales targets, while modelling strong performance standards.* Manage a high volume of inbound and outbound customer calls, achieving a minimum of 2.5 hours talk time per day.* Take ownership of complex, high-value or escalated cancellation, downgrade, renewal and collections conversations.* Use effective business needs analysis to understand customer concerns and provide suitable retention solutions.* Handle objections, complaints and difficult conversations confidently, balancing customer needs with commercial outcomes.* Clearly communicate the value of hipages products, packages and platform features.* Support collection-related conversations, including outstanding balances, payment options and account status.* Act as a subject matter expert and support team members with coaching, side-by-sides, call calibrations, onboarding and best-practice conversations.* Identify recurring customer themes and process improvement opportunities, and provide recommendations to the Team Leader.* Work with internal teams to resolve complex customer issues and escalations.* Maintain accurate CRM notes, actions and follow-ups, ensuring matters are progressed through to resolution.* Consistently follow and reinforce Sales Policy, QA, compliance, licensing and internal process requirements.Your Experience
* Minimum 5+ years’ experience in sales, customer service, account management or customer retention.* Minimum 3+ years’ experience in a high-volume phone-based retention, collections or customer support environment.* Proven track record of achieving retention, sales, revenue, quality and activity KPIs.* **Strong experience h

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