ONE DAY HIRING: CSR Sales | Taguig | Feb 2025 start | Up to 30k offer + Benefits
Position: Customer Retention Specialist
Start Date: February 07, 2025
Salary: ₱30,000 package plus benefits and incentives + 10% night differential
Process: Virtual Interview and Assessment via MS Teams
Customer Retention Specialist
The Customer Retention Specialist – CSC Phoenix – reports to the Phoenix CSC Customer Service Supervisor. The Retention Specialist will be a key player in our sales-focused team, possessing advanced knowledge of our products, procedures, and guidelines. This role is pivotal in retaining customers who are considering discontinuing their services with Gannett properties. We're seeking an individual who not only communicates effectively with customers but also leverages sales techniques to understand and address the root cause of their dissatisfaction, securing their continued business, and growing engagement through product positioning.
Responsibilities:
• Drive Sales Retention: Exceed productivity standards by effectively retaining customers through sales oriented solutions while maintaining overall accuracy and Key Performance Indicators (KPIs).
• Conflict Resolution: Demonstrate a proven ability to diffuse escalated customer situations using effective negotiation skills to reach mutually beneficial resolutions.
• Thorough Documentation: Complete all necessary documentation for every customer interaction, ensuring comprehensive records of customer concerns and resolutions.
• Ownership and Proactivity: Take ownership of customer concerns, proactively following through to resolution to minimize escalations and ensure customer satisfaction.
• Independent Decision Making: Make independent decisions based on established guidelines to effectively address customer needs and concerns.
• Collaborative Teamwork: Work collaboratively as part of a sales-driven team to achieve individual, team, and departmental sales objectives, sharing knowledge and skills to drive success.
• Customer-Centric Focus: Maintain a strong focus on customer satisfaction, consistently responding to and exceeding customer expectations.
• Quality Assurance: Adhere to agreed-upon quality standards, striving for a minimum accuracy rate of 90% in all customer interactions.
• Professionalism: Maintain professional relationships with internal and external customers, customer service
management, and colleagues, representing Gannett properties with integrity and excellence.
Requirements:
1. At least a HS Graduate (Old Curriculum) / SHS Graduate
2. Minimum of 6 months of BPO experience
3. Experience in Voice/Non Voice/ Blended roles is a plus
4. Strong communication skills (Good to Excellent)
5. Must be residing within Metro Manila
6. Willing to work full-time onsite at McKinley, Taguig City
7. Must have all necessary requirements ready.
Company profile
Quess Corp Limited (Quess) is India’s leading business services provider, leveraging our extensive domain knowledge and future-ready digital platforms to drive client productivity through outsourced solutions.
We provide a host of technology enabled staffing and managed outsourcing services across processes such as sales & marketing, customer care, after sales service, back office operations, manufacturing operations, facilities and security management, HR & F&A operations, IT & mobility services, etc.
Our passion for delivering exceptional services, augmented by proprietary digital platforms, has strongly established our credentials as India’s largest employer in the private sector and the biggest integrated business services provider in the country. We are proud to achieve this success as a 13- year old start-up.
A core value driving our business is constantly making the workforce more productive. Our business strategy is aligned to this, including training and skill development for better employability, helping job seekers easily find employment opportunities, digitizing workflows, and providing social security benefits to a wider employable population.
Established in 2007 and headquartered in Bengaluru, Quess today has unmatched geographic presence and scale with more than 644 locations across India, South East Asia & North America, backed by technology-intensity and domain specialization to create unmatched service experiences.
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