Retention Specialist / Dayshift / Onsite-Ortigas

Industry Category	Services	Position	Customer Service
Recruitment Department		Number Of Recruits	several
Work Location	Metro Manila (NCR) Pasig	Nature Of Work	Full Time
Gender Requirements	Male	Marriage Requirement	No marital status restrictions
Education Level	Open to all levels	Work Experience	No work experience restrictions
Age Requirement	Above 18 years old	Salary Package	Negotiable
Updated Date	2022-10-17	Valid Until	Long-term validity

Job Description

Role Title: Customer Retention Specialist

Role Level:  Career Level 2

Career Stream: Individual Contributor

Department: Sales

Reports to: Sales Manager - Customer Retention, Retention Team Leader

Achieving Our Purpose:  My role purpose is to enable effortless home improvement through supporting tradies to build and expand their businesses

Location: MNL

Size of team: 5

Direct reports: N/A

Your Role Purpose & Objective 

You will play a pivotal role in driving conversion rates up and retaining our client base. You will turn

customers who are in danger of leaving into happy and engaged customers that want to stay on the Progams platform.

How you will add value 

Meeting and exceeding daily, weekly and monthly KPIs and sales targets (essential)Making a high volume of outbound / inbound phone calls (essential)Explaining the key benefits of the Program with potential clientHandling customers objections (essential)Closing the sale and retaining our members Developing and maintaining accurate product knowledgeLiaising with relevant internal departments to ensure that client’s needs are metEffective note taking on all client interactions and input into CRM system

Competency Level 

Functional Competencies:

● The Sales Experience: Proactively maintains own sales pipeline, driving personal sales to meet targets 

● The Service Experience: Speaks with genuine enthusiasm and confidence about the hipages brand and product, following the script 

● Sales Management Operations: Follows sales touchpoint process, adhering to QA process 

● Sales Drive: Motivated to achieve sales goals and targets 

● Sales Resilience: Remains focussed on work when under pressure, showing an optimistic approach to work 

Behavioural Competencies 

● Communication: Speaks clearly and audibly, checking for understanding 

● Relationship Building: Connects and develops rapport with others to build and maintain good working relationships 

● Planning / Organising: Plans and prioritises own tasks and activities to meet targets 

● Commercial Acumen: Understands how hipages operates and makes money 

Your Experience 

3+ years experience in a sales and customer service role2+ years previous experience in a retention role dealing with large volumes of callsUnderstanding of CRM systems i.e. Salesforce and previous online experience will be seen as an advantage

Who you will be working with 

● Working alongside a strong, established Sales team and Service and Product development  teams.

Success Profile 

In the first 3 months, the successful incumbent is expected to have delivered:

● Have built a solid understanding of the hipages platform and be able to use this knowledge to

maximise sales conversion rates and revenue

● Be competent with the CRM system and be able to use it to effectively manage your sales

pipeline

● Have a basic understanding of the hipages journey after they’ve signed up onto the platform

● Have a basic understanding of the Sales Policy and follow the outlined guidelines

● Have developed a basic understanding of the Licensing requirements for each state and use

this knowledge to ensure we only let qualified tradies onto the hipages platform

● Be an expert in selling the benefits of hipages to tradies to retain them

● Achievement of 80% of KPI’s

● Achieve 100% of revenue targets

In the first 6 months, the successful incumbent is expected to have delivered:

● Be an expert on the hipages platform and use this knowledge to leverage higher sales

conversion rates and revenue

● Be an expert in the CRM System and use it to maximise sales results

● Be an expert in the Sales Policy and consistently follow the outlined guidelines

● Be an expert on the hipages customer journey for tradies after they sign up and be able to

articulate this to tradies when needed

● Consistent achievement of 100% of KPI’s for the last 3 months in a row.

Key Metrics:

● Stage change = 100%

● Conversion rate (combined) => 35%

Auto Renewal Saved Rate = 35%

Pre Renewal Conversion Rate= 35%

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines. We have 16-years’ experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence.  As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Apply with us today to #AcquireTheALife. Acquire BPO is committed to providing quality services to you and takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. Please refer to our Privacy Policy at https://acquirebpo.com/au/privacy-policy/.