Customer Service Representative (Cancellation & Retention) Hybrid

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: TYPE OF WORK

Any

: SALARY

TBD

: HOURS PER WEEK

40

: DATE UPDATED

Aug 21, 2026

JOB OVERVIEW

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Location: Pasig – Hybrid
Schedule: Day Shift

Role Purpose
The Cancellation & Retentions Specialist is responsible for managing inbound cancellation requests from customers. The role requires a proactive, customer-centric approach to understand concerns, offer solutions, and retain customers through exceptional communication, negotiation, and problem-solving skills.

Key Responsibilities
• Handle inbound calls from customers seeking to cancel their service.
• Diagnose reasons for dissatisfaction and recommend appropriate solutions (e.g., technical, billing, plan changes).
• Apply tailored retention strategies to preserve customer relationships.
• Log call outcomes accurately and escalate where necessary.
• Meet or exceed individual and team retention KPIs.
• Contribute feedback to improve products, services, and processes.

Selection Criteria
Essential:
• Proven experience in customer service, sales, or retention in a telecommunications environment.
• Strong interpersonal and persuasive communication skills.
• Ability to handle objections and negotiate effectively.
• Comfortable working in a fast-paced, KPI-driven environment.
• High emotional intelligence and resilience.
Desirable:
• Experience with CRM and call centre systems.
• Knowledge of telco products and customer lifecycle stages.

SKILL REQUIREMENT

CRM Customer Support Communication

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Job Post	Reporter	Rank	Reason	Date

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Customer Service Representative (Cancellation & Retention) Hybrid

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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