Customer Retention Specialist (014-550)

​​Looking for Philippines-based candidates

Job Role: Customer Retention Specialist

Compensation range: $1,500 AUD / Monthly

Engagement type: Independent Contractor Agreement

Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time.

Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.

Who The Client Is: We operate a premier global ecosystem for digital assets, committed to providing the public with dependable and straightforward methods for managing alternative currencies. As a market leader by transaction volume, our footprint spans dozens of regions across North America, the Asia-Pacific, and emerging markets. We specialize in merging traditional physical commerce with modern digital finance, offering both a vast automated terminal network and high-end, bespoke consulting services for significant private transactions.

Role Overview: We are seeking a proactive Customer Retention Specialist to join our Australian operations. This role bridges the gap between a missed opportunity and a long-term user relationship by focusing on high-touch engagement via telephone. You will reach out to customers who encountered friction at our terminals or during registration, providing a "white-glove" experience that turns technical hurdles into successful, repeat transactions.

Key Responsibilities: 

• Proactively follow up on abandoned registrations and incomplete terminal transactions via WhatsApp and outbound calls to drive user retention.
• Assist customers through the registration process with a high level of service to ensure they are "ready to transact" and remain active within the ecosystem.
• Reach out to active users to suggest more convenient locations or provide alternatives for decommissioned sites to prevent churn.
• Maintain a professional, friendly, and helpful demeanor while addressing customer objections or technical hurdles.
• Accurately log all interactions, outcomes, and customer feedback within our CRM or internal tracking systems to build comprehensive user profiles.
• Provide product info and pricing clarification; escalate complex technical or financial queries to the appropriate teams.
• Ensure all communications adhere to company branding standards and strictly comply with privacy and data protection regulations.

Required Skills and Qualifications:

• Previous experience in customer retention, sales support, or call center environments.
• A tertiary qualification in a relevant field is preferred.
• Exceptional verbal and written English; ability to balance a professional telephone manner with a personable WhatsApp style.
• Strong administrative skills with the ability to manage high-volume follow-up schedules efficiently.
• Comfortable navigating CRM systems, spreadsheets, and internal tracking tools.
• Customer-centric and solution-oriented; you don’t just report problems, you solve them to keep the customer engaged.
• Precision in record-keeping and a commitment to data accuracy.
• Minimum typing speed of 30 WPM; proficient in Microsoft Office and general mobile OS (iOS/Android) troubleshooting.
• Experience in e-commerce or online sales environments is a significant advantage.
• Bonus if you have:
• Basic understanding of cryptocurrency and blockchain technology.
• Experience working within highly regulated or "compliance-heavy" industries.
• 1–2 years in a contact center using tools like Salesforce, Zendesk, Five9, or NICE.

Work Arrangement & Expectations:

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)