Retention Specialist

Help Millions Stay Connected Through Exceptional Subscription Customer Experiences

Customer loyalty drives the success of one of Australia's most influential media organizations. As a pioneering Retention Specialist, you'll contribute to subscriber growth while enjoying the stability, career progression, international collaboration, and award-winning employee experience that distinguish careers built through Emapta.

Job Overview

• Employment Type: Full-Time
• Shift: Day Shift (AU) | Flexible schedule; must be open to weekends, holidays, and overtime
• Salary: Earn up to PHP50,000
• Work Setup: Onsite | Megatower, Ortigas

Exciting Perks Await!

• Pioneer opportunity to help build a high-performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Salary Advance Program through banking partner
• 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 experience in customer service, customer retention, account management, or sales within a high-volume contact center environment
• Proven experience handling voice, live chat, and email customer interactions
• Demonstrated success in customer retention, subscription services, save campaigns, renewals, or sales
• Experience working with subscription-based products, telecommunications, media, financial services, or similar customer-focused industries is highly preferred
• Strong ability to identify customer needs and recommend suitable products, services, or retention solutions
• Excellent verbal and written English communication skills
• Strong negotiation, objection-handling, and relationship-building skills
• Results-driven mindset with the ability to achieve retention, sales, and customer satisfaction targets
• Accurate data entry skills with strong attention to detail
• Ability to manage multiple systems while delivering exceptional customer experiences
• Strong problem-solving skills and ability to make sound decisions in fast-paced customer environments
• Collaborative, adaptable, and committed to continuous learning

Your Daily Tasks

• Handle customer inquiries via phone, live chat, and email while driving customer retention and sales
• Identify customer needs, reduce churn, and maximize upselling and cross-selling opportunities
• Execute retention strategies and recommend suitable subscription upgrades or additional services
• Educate customers on subscription features and benefits to improve engagement and loyalty
• Manage subscription changes, renewals, suspensions, and cancellations with a retention-focused approach
• Update customer account, payment, and subscription information accurately
• Maintain complete and accurate customer records and interaction logs
• Follow company policies and service standards to deliver a consistent customer experience
• Identify process improvements that enhance customer satisfaction, retention, and sales performance
• Meet or exceed KPIs for sales, retention, quality, and customer experience

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 a finalist in the 2026 Inspiring Workplaces Awards Asia, 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.