Retention Specialist

Elevate Your Customer Success Experience: Join Londons Premier Home Service Innovators

Born out of a dire need for change our client revolutionized the home cleaning industry by addressing its inherent flaws. Previously finding a reliable cleaner was akin to a game of chance relying on wordofmouth recommendations or local websites. our client changed that narrative. Drawing from a management team with over 50 years of experience in successful consumer businesses including notable startups like Deliveroo and Zipcar they introduced a smarter approach to home cleaning. By leveraging technology they streamlined the entire process from booking to payment ensuring a seamless experience for clients and cleaners alike. With solid backing from top UK investors Housekeep swiftly became the nations largest home cleaning service. Yet their vision extends beyond cleaning; they aim to become the goto provider for all household chores from plumbing to gardening. Join our clients team and be part of a movement shaping the future of home maintenance.

As a Retention Specialist you will be an instrumental force in our client s quest for customer satisfaction and loyalty. We seek a highly motivated individual with a knack for retaining cancelling customers and winning back lapsed ones. In this pivotal role within our client s retentions team your primary focus will be on delivering exceptional results ensuring the retention of as many customers as possible through empathetic and rapportrich conversations.

Background

• You ll have 5 years experience in customer service retentions or sales it s a bonus to have done outbound calls to winback former customers.
  
• You re looking to build a longterm career; 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 techsavvy 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 34 months of training.
  
• It s a mix of night and midshifts
  

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 problemsolving skills.
  

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 rapportrich 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 toptier Housekeepers to resolving underlying causes of customer cancellations.
  
• Take Ownership and Empowerment: Assume full ownership of every issue and empower yourself to provide firsttime resolution consistently.
  

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 worldclass highlevel management from foreign superiors
  
• Employee engagement activities
  
• Lots of opportunities to build a career working with a fastgrowing business as we build our team in the Philippines.
  

Who are we

Emapta is more than just an employer; its a gateway to an exceptional worklife balance and vast global opportunities. As a part of our team youll be rewarded with a competitive compensation package and a culture that nurtures both personal and professional growth. With the freedom to work remotely youll enjoy the perfect blend of autonomy and teamwork.

Embrace flexible work arrangements and seize global opportunities to broaden your horizons. Emaptas competitive compensation package combined with a vibrant work culture will undoubtedly make your journey with us an exciting and fulfilling one. Take your career to new heights gain exposure to diverse industries and contribute to exciting projects while thriving in an environment that values your dedication and accomplishments.

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