Outbound Retention Specialist

Job Summary:

The Outbound Retention Specialist is responsible for contacting customers who have recently canceled or declined services to recover lost sales. This role requires strong communication skills, persuasive selling techniques, and the ability to understand customer concerns, address objections, and offer tailored solutions to win back business.

Key Responsibilities:

• Proactively call customers who canceled or declined service to re-engage and convert them into active accounts.
• Identify the reason for cancellation or rejection and use effective rebuttals to overcome objections.
• Offer personalized solutions, discounts, or revised packages based on customer needs and company guidelines.
• Maintain a positive and professional tone while handling difficult or frustrated customers.
• Document call outcomes, feedback, and customer objections accurately in the CRM system.
• Collaborate with the sales, support, or billing departments to resolve issues contributing to cancellations.
• Meet or exceed daily, weekly, and monthly recovery targets.
• Stay updated on product changes, pricing, and retention policies to better serve customers.
• Participate in regular coaching, calibration sessions, and performance reviews to continuously improve.

Qualifications:

• At least 2 years of outbound sales retention experience (telecom industry is a plus).
• Strong negotiation and objection-handling skills.
• Ability to stay calm under pressure and turn negative experiences into positive outcomes.
• Excellent verbal communication and active listening skills.
• Proficient in using CRM systems and dialer tools.
• Results-driven with a focus on meeting targets and KPIs.

Work Environment & Schedule:

• Office-based
• Willing to work in shifting schedules, including nights, weekends, or holidays as needed.

Job Type: Full-time

Pay: Php25,000.00 - Php30,000.00 per month

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Commission pay

Experience:

• outbound sales retention : 2 years (Required)

Work Location: Ortigas, Pasig City

Expected Start Date: 08/04/2025