Retention Associate

TL;DR

Retention Associate: Handling inbound and outbound calls to manage customer cancellation requests and churn prevention with an accent on technical support for email, websites, DNS, and product inquiries. Focus on diagnosing issues, providing solutions, educating customers, and maintaining high service quality while meeting KPIs.

Location: Cebu, Philippines (onsite)

Company

hirify.global, part of Newfold Digital, is the original digital identity authority helping businesses secure domains, protect brands, and manage online presence with AI-accelerated tools.

What you will do

• Handle inbound and outbound calls regarding customer cancellation requests to save churn clients.
• Provide excellent phone, email, and chat support, diagnosing technical issues with email clients, websites, DNS, and more.
• Comprehend customer needs, offer solutions, educate on products, and manage difficult situations professionally.
• Escalate issues urgently, keep records of interactions, and meet Key Performance Metrics and QA policies.
• Collaborate with team leaders, managers, and internal departments to deliver best-in-class service.

Requirements

• Must be located in Cebu, Philippines
• 1-3 years as Customer Service Representative.
• At least 6 months in escalations, customer retention, technical support, and sales.
• Excellent problem-solving, analytical, interpersonal, written, and verbal communication skills.
• Knowledge of MS Office tools.

Culture & Benefits

• Strong work-life balance with generous vacation policy and punctuality bonuses.
• Culture of diversity, inclusion, and belonging with 20+ affinity groups for networking.
• Competitive HMO benefits (200k MBL with two free dependents upon regularization).
• Opportunities for learning, mentoring, career growth, and cross-functional challenges.