Monster Group | Full time

Retention Specialist

Bacolod City, Philippines | Posted on 09/24/2024

Job Information

  • Date Opened 09/24/2024
  • Job Type Full time
  • City Bacolod City
  • Country Philippines
  • State/Province Negros Occidental
  • Industry Telecommunications
  • Zip/Postal Code 6100

Job Description

Monster Group's Bacolod office is seeking a dedicated Retention Specialist to join its team.

As a Retention Specialist, your primary responsibility will be to handle customer complaints efficiently and effectively, ensuring a positive resolution and maintaining customer satisfaction.


Key Responsibilities:

  • Receive and manage inbound complaints via various channels, including phone calls, emails, and social media platforms.

  • Listen attentively to customers' concerns, demonstrating empathy and understanding while gathering necessary information to address their issues.

  • Investigate complaints thoroughly, working closely with relevant departments or teams to gather additional information or resolve underlying issues.

  • Provide clear and timely responses to customers, communicating resolutions and any necessary follow-up actions.

  • Implement problem-solving techniques to resolve complaints to the customer's satisfaction, aiming to retain their loyalty and trust.

  • Document all interactions and resolutions accurately in the complaint management system, ensuring data integrity and compliance with company policies.

  • Proactively identify recurring issues or trends in complaints and collaborate with internal teams to implement preventative measures or process improvements.

  • Identify training opportunities to help improve the frontline team with their customer service.

  • Stay informed about company products, policies, and procedures to effectively address customer concerns and provide accurate information.

  • Maintain professionalism and a positive attitude, even in challenging situations, to uphold the company's reputation for exceptional customer service.



Requirements

  • Minimum of 2 years of BPO retention, complaints resolution and/or escalations experience.

  • Proficiency in English with exceptional listening, verbal, and written communication skills.

  • Strong computer skills and familiarity with technology.

  • Ability and willingness to work ON-SITE at our Bacolod office located on Lacson Street.



Benefits

  • Central Location 20 Lacson Street

  • Australian Account

  • Daytime Shift

  • Stable Hours, No Sunday Shifts, Optional Saturday Shifts

  • Day 1 HMO with Life Insurance & Dental Cover

  • Dependency HMO

  • Weekly Performance Bonus

  • Attendance Bonus

  • Meal & Transport Allowance

  • Paid Time Off

  • Biweekly Pay Runs

  • Base salary of ₱30,000

  • Monthly Bonus Incentives of up to ₱10,000