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Retention Specialist

1 month ago

india EMAPTA Full time
Job Description

Elevate Your Customer Success Experience: Join London's Premier Home Service Innovators

Unravel your potential with our client, a dynamic domestic cleaning service company based in the vibrant city of London, England. Beyond conventional cleaning services, they redefine excellence, prioritizing convenience, reliability, and top-notch quality in every aspect. What sets our client apart is a management team with an impressive track record, boasting over 50 years of collective experience in building fast-growing consumer businesses and contributing to some of the UK's most exciting startups. As pioneers in the industry, they provide a comprehensive range of services, from one-off cleans to regular weekly or fortnightly maintenance, deep cleans, and specialized tasks like ironing, laundry, oven, and fridge cleaning.

Backed by the support of esteemed investors, our client has swiftly evolved into the UK's largest home cleaning service. Now, with an ambitious mission to 'own the home,' they aspire to be the trusted provider for all household chores. This visionary company is expanding its horizons, aiding customers in finding the perfect tradesperson for any home-related job, including plumbers, electricians, gardeners, and handymen. Join our client's journey, where innovation meets opportunity, and be part of a team committed to transforming the way households experience domestic services.


Job Description
As a Retention Specialist in our client’s domestic cleaning service company, you're not just retaining customers - you're shaping a global legacy. Every interaction you have, every customer you retain, transcends geographical borders, leaving a lasting legacy of excellence. In this pivotal role, your primary focus will be on delivering exceptional results, ensuring the retention of as many customers as possible through empathetic and rapport-rich conversations.
Your Journey Begins Here
Employment Type: Full-time
Schedule: Mid Shift, Mon - Fri 03:00 PM - 12:00 AM
Work Arrangement: Hybrid, Makati
Perks: Day 1 HMO, Above-market salary, Global exposure
Empowering Excellence: Drive Retention, Provide Support, Own Solutions
  • Drive Retention: Play a crucial role within our retention team, meeting targets and retaining customers through empathetic, rapport-rich conversations.
  • Provide Comprehensive Customer Support: Offer inbound and outbound support via email, phone, and live chat, ensuring exceptional assistance.
  • Address Diverse Issues: Handle a wide range of challenges, from sourcing top-tier Housekeepers to resolving underlying causes of customer cancellations.
  • Take Ownership and Empowerment: Assume full ownership of every issue and empower yourself to provide first-time resolution consistently.

Requirements

Empowerment in Action: We're Looking for the Best

Background

  • You’ll have 5+ years experience in customer service, retentions, or sales – it’s a bonus to have done outbound calls to win-back former customers.
  • You’re looking to build a long-term career with Housekeep; so, we love candidates with a stable job history.
  • You’ll have experience of working with email, chat, and phone.
  • It’s a plus to have experience of working with UK customers. Also, experience of working for a marketplace service is a plus.
  • You’ll be tech-savvy, and experience of working with Zendesk is a plus.

Shifts: available to work on the following alternating shift patterns

  • Month one: Mon to Fri
  • Month two: Tue to Sat; or Wed to Sun; or Thu to Mon; or Fri to Tue; or Sat to Wed; or Sun to Thu
  • The role is hybrid: 3 days in the office, 2 days at home; but will be fully onsite for the first 3-4 months of training.
  • It’s a mix of night and mid-shifts

Customer Service skills

  • You’ll have exceptional customer service and retentions/sales skills and be passionate about delivering amazing experiences.
  • Your communication skills, both in written and spoken English, will be exceptional.
  • And you’ll be able to demonstrate great judgment and practical problem-solving skills.

Benefits

Join a Team That Empowers

  • Above average industry standard compensation package
  • HMO coverage including 1 dependent upon hire
  • 20 leave credits per year consumed at your discretion with up to 5 days commutable to cash
  • Exposure to world-class, high-level management from foreign superiors
  • Employee engagement activities
  • Lots of opportunities to build a career working with a fast-growing business, as we build our team in the Philippines.

Who are we?  

Discover a world of possibilities at Emapta , where your career takes flight in stability and growth. Join a team that thrives on camaraderie, supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration, innovation, and personal development. We provide you with the platform for your success, empowering you to reach new heights in a supportive and inclusive environment. 

With a wide roster of international clients from various industries and a proven track record of success, Emapta offers a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us. 

#EmaptaExperience


Requirements
Empowerment in Action: We're Looking for the Best Background You’ll have 5+ years experience in customer service, retentions, or sales – it’s a bonus to have done outbound calls to win-back former customers. You’re looking to build a long-term career with Housekeep; so, we love candidates with a stable job history. You’ll have experience of working with email, chat, and phone. It’s a plus to have experience of working with UK customers. Also, experience of working for a marketplace service is a plus. You’ll be tech-savvy, and experience of working with Zendesk is a plus. Shifts: Available to work on the following alternating shift patterns Month one: Mon to Fri Month two: Tue to Sat; or Wed to Sun; or Thu to Mon; or Fri to Tue; or Sat to Wed; or Sun to Thu The role is hybrid: 3 days in the office, 2 days at home; but will be fully onsite for the first 3-4 months of training. It’s a mix of night and mid-shifts Customer Service skills You’ll have exceptional customer service and retentions/sales skills and be passionate about delivering amazing experiences. Your communication skills, both in written and spoken English, will be exceptional. And you’ll be able to demonstrate great judgment and practical problem-solving skills.

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