Customer Retention Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage a significant volume of inbound calls from customers looking to cancel or those at risk, concentrating on revenue retention.

• Facilitate consultative discussions to identify customer needs and propose tutoring programs, live classes, or homeschool assistance.

• Transform objections into opportunities through compelling and empathetic communication.

• Take responsibility for at-risk accounts and re-engage families with tailored recommendations.

• Achieve or surpass key performance indicators such as saves, renewals, revenue retention, and customer satisfaction.

• Utilize Nerdy AI and internal systems to enhance conversations and expedite solutions.

• Keep precise records in the CRM and follow through on commitments.

• Professionally manage complex or emotionally charged situations with a focus on win-back strategies.

• Provide insights to sales, product, and training teams to reinforce retention strategies.

• Implement coaching and feedback to enhance performance.

⛳️ Requirements

• Must reside in the Philippines.

• Proficient in English with excellent reading, writing, and verbal communication abilities.

• Over 3 years of experience in sales, customer retention, escalations, or consultative phone-based positions.

• A minimum of 6 months of experience living or working in an English-speaking market, or in a role that necessitates professional English for entire shifts.

• Demonstrated success in achieving or surpassing sales or revenue retention targets.

• Strong skills in handling objections and closing deals under pressure.

• Experience in managing escalations or save/cancel conversations.

• High emotional intelligence and empathy, particularly when interacting with families.

• Familiarity with CRM systems and AI-driven tools.

• Excellent organizational and time management skills in a fast-paced environment.

• Ability to work evenings and weekends.

• Must provide your own computer and wired high-speed internet.

• Internet requirements: at least 100 Mbps download / 50 Mbps upload.

• Wired Ethernet connection only; no Wi-Fi, satellite, or mobile hotspot.

• Computer specifications: Intel i5 or AMD Ryzen 5 or higher; Mac Apple M1 or newer.

• Minimum of 16 GB RAM.

• At least 20 GB free storage; SSD may be necessary if performance issues occur.

• USB ports available for necessary peripherals.

• Operating system: Windows 11 (64-bit) or macOS 26 Tahoe, kept updated; Windows 10 is not supported.

• Preferred: Experience in education, teaching, or tutoring.

🏝️ Benefits

• Monthly performance bonuses along with additional incentives.

• Compulsory, paid 6-week virtual training program.

• Full-time, completely remote work opportunity.

• Performance-driven advancement opportunities into training, leadership, and other areas.

• Flexible time off coordinated with the team.

• Fully funded Learning Membership for you and your immediate family, which includes 1:1 tutoring, unlimited on-demand classes, and full platform access.

• Comprehensive training and a culture rich in feedback.

• Access to advanced AI tools.

• A global, collaborative team environment.