Customer Service Representative (Retention)

• Role: Customer Service Representative
• Location: BGC, Taguig City
• Work Setup: Onsite
• Schedule: Shifting (Day, Mid, and Night Shifts)

Salary: Up to ₱49,000Our Customer Service Representative team helps customers stay on therapy and feel supported after they begin using our products. This is a human-centered, operationally focused role that directly contributes to customer experience, product engagement, and long-term retention.

Key Responsibilities

Make proactive outbound calls to customers after they begin using our products to provide post-market support and address their needs. Listen actively to understand both what customers are saying and the underlying concerns behind their issues. Help customers navigate friction, confusion, dissatisfaction, or challenges so they can continue using the product with confidence. Resolve customer questions and concerns within approved procedures and guidelines. Receive and document customer complaints accurately in accordance with established protocols. Document every customer interaction, action taken, and outcome in CRM and case management systems. Take ownership of follow-ups and ensure timely closure with both customers and internal teams. Identify customer behaviors or concerns that may indicate a risk of disengagement and take appropriate action within the scope of the role. Escalate issues appropriately and collaborate with relevant internal teams when necessary. Share recurring customer feedback and trends with team leads, Quality, Training, and Operations teams. Handle sensitive customer information responsibly and comply with all privacy, security, and regulatory requirements. Meet productivity, quality, accuracy, and customer experience targets in a high-volume environment while maintaining a personalized and empathetic approach. Qualifications3–5 years of experience in outbound customer service, customer support, customer success, customer research, inside sales support, retention support, or a related field. Proven experience supporting customers through phone-based interactions in a structured service environment. Strong verbal and written English communication skills.