CS Retention Specialist

Keep customers. Save the sale. Protect the revenue.
Department: Customer Experience & Revenue
Type: Full-Time | Remote
Reports To: Customer Service Manager
Compensation: Base + Save-Rate Bonus
Location: Philippines (preferred)

ABOUT AJ MEDIA
AJ Media is a performance-driven ecommerce growth agency scaling consumer brands. We move fast, we're obsessed with numbers, and every role on this team has a direct impact on revenue. This one is no different.

WHAT THIS ROLE ACTUALLY IS
This is NOT an email marketing or automation role. This is a phone-first, people-first retention position. Your job is to get on a call with a customer who wants a refund — and convince them to stay.
Every day, customers reach out wanting to cancel, return, or request a refund. Most companies just process it and move on. We don't. We believe every refund request is a conversation that hasn't happened yet — and that the right person, with the right approach, can turn a cancellation into a loyal customer.
That person is you.

You'll handle inbound retention contacts — calls, chats, and emails — from customers on the fence. Your goal is to understand why they want to leave, meet them with genuine empathy, and present the right offer (whether that's a discount, a replacement, an upgrade, or just being heard) to keep them. You're not a script-reader. You're a problem-solver and a closer.

WHAT YOU'LL DO
Handle inbound refund and cancellation requests via phone, live chat, and email — with speed and warmth
Identify the real reason a customer wants to leave (it's rarely the stated reason) through active listening
Present personalized retention offers including stacking discounts, store credit, product exchanges, or partial refunds
Negotiate win-win outcomes: protect company revenue while making the customer feel genuinely valued
Escalate edge cases appropriately while owning the majority of cases independently
Log every interaction in the CRM with outcome, offer used, and root cause of the contact
Track your own save rate, refund prevention rate, and average discount offered daily
Flag recurring product or service issues causing refund spikes to the operations team
Contribute to the playbook: document what works, what doesn't, and which offers convert best

WHO YOU ARE
You have 1–3 years of experience in customer service, inbound sales, or phone-based support — ideally in ecommerce or DTC
You're a natural people person — warm, confident, and genuinely persuasive without being pushy
You can handle an angry or frustrated customer and de-escalate without losing your composure
You know how to listen first, and how to present an offer at exactly the right ---------- nt in a conversation
You're comfortable with silence, hesitation, and objections — you don't fold when a customer pushes back
You're driven by outcomes: save rates, refund prevention, CSAT — these numbers matter to you
You take ownership. If a customer leaves unhappy, you replay the conversation and ask what you could have done differently
You're organized, reliable, and consistent — the team can count on you to show up and perform every day

THE SKILL SET THAT WINS IN THIS ROLE
Core skills:
Phone and live chat customer handling at volume
Active listening and root-cause discovery in a conversation
Objection handling and counter-offer delivery
Stacking discounts and retention offer construction
De-escalation of frustrated or emotional customers
CRM and helpdesk tools (Gorgias, Shopify, or similar)
Soft skills that separate good from great:
Empathy that feels real — not scripted or transactional
Resilience — you can take a hard call, reset, and go again
Sales instinct — you know when to hold and when to close
Clear, calm communication under pressure
Curiosity about why customers behave the way they do

THIS ROLE IS NOT FOR YOU IF
You're looking for a behind-the-scenes email or automation role — that's a different position. This role requires confident, real-time human conversations on phone and chat. Every. Day.
You prefer working async without real-time customer interaction
You get stressed or shut down when customers are upset or demanding
You process refunds without attempting to retain the customer
You need a heavily scripted environment to feel confident in a conversation

WHY JOIN US
Save-rate bonus — the more customers you retain, the more you earn
Clear daily metrics: your impact is visible, measurable, and recognized
Fast career path into CS Team Lead or Retention Manager for top performers
Work directly with experienced ecommerce operators who invest in your growth
100% remote — work from the Philippines, on a schedule aligned with our brand customer hours
A team that treats retention as a revenue function, not a support afterthought

Sound like you? Apply with your CV and a video introduction telling us about a time you talked someone out of a decision they'd already made. We want to hear how you think and how you communicate — not just read your resume.


APPLY HERE: ----------