Sr. Customer Retention Specialist

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.

Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career - Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM? Come for a career, stay for the fun!

Here’s what’s waiting for you:

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)
• Recognition through our Value Awards - we celebrate your wins
• Real career growth with internal promotions
• Meaningful work with talented and supportive teams

Your future matters:

• 900 internal promotions every year
• 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay for employees who complete 5 years with us
• Generous referral incentives of up to ₱42,000 depending on the role

Enjoy work-life balance:

• 12 Vacation Leaves*
• 12 Sick Leaves*
• 1 Birthday Leave*

A SNAPSHOT OF YOUR ROLE

Your Role Purpose & Objective

The Retention team plays a key role in protecting and growing the hipages customer base by engaging tradies who may be at risk of leaving the platform. The purpose of this role is to understand customer concerns, identify opportunities to restore value, and provide tailored solutions that improve customer satisfaction and retention.

You will work closely with businesses to uncover the reasons behind cancellation requests, resolve issues where possible, and clearly communicate the value of hipages products and services. This includes helping customers better understand their package, improve their experience on the platform, and feel supported in achieving their business goals.

The role also supports collection-related activity by having clear and professional conversations with customers about outstanding payments, account status, and options available to help resolve overdue balances where appropriate.

The objective of the role is to reduce churn, improve save rates, support payment resolution, increase customer engagement, and turn at-risk customers into retained, satisfied and active hipages customers.

How you will add value

In this role, you will add value by helping retain and re-engage tradies who may be at risk of leaving the hipages platform. You will use strong communication, objection handling and product knowledge to understand customer concerns, restore value and support positive commercial outcomes.

Key responsibilities include:

• Meet and exceed daily, weekly and monthly KPIs, retention and sales targets, while modelling strong performance standards.
• Manage a high volume of inbound and outbound customer calls, achieving a minimum of 2.5 hours talk time per day.
• Take ownership of complex, high-value or escalated cancellation, downgrade, renewal and collections conversations.
• Use effective business needs analysis to understand customer concerns and provide suitable retention solutions.
• Handle objections, complaints and difficult conversations confidently, balancing customer needs with commercial outcomes.
• Clearly communicate the value of hipages products, packages and platform features.
• Support collection-related conversations, including outstanding balances, payment options and account status.
• Act as a subject matter expert and support team members with coaching, side-by-sides, call calibrations, onboarding and best-practice conversations.
• Identify recurring customer themes and process improvement opportunities, and provide recommendations to the Team Leader.
• Work with internal teams to resolve complex customer issues and escalations.
• Maintain accurate CRM notes, actions and follow-ups, ensuring matters are progressed through to resolution.
• Consistently follow and reinforce Sales Policy, QA, compliance, licensing and internal process requirements.

Your Experience

• Minimum 5+ years’ experience in sales, customer service, account management or customer retention.
• Minimum 3+ years’ experience in a high-volume phone-based retention, collections or customer support environment.
• Proven track record of achieving retention, sales, revenue, quality and activity KPIs.
• Strong experience handling complex objections, complaints, escalations and cancellation conversations.
• Strong communication, rapport-building, negotiation and de-escalation skills.
• Strong commercial judgement with the ability to balance customer outcomes and business needs.
• Experience coaching, mentoring or supporting peers is highly regarded.
• Ability to identify customer trends and recommend practical process or coaching improvements.
• Strong organisational skills with the ability to manage competing priorities and maintain accurate CRM records.
• Experience using CRM systems such as Salesforce is highly regarded.
• Experience in an online marketplace, SaaS, subscription, membership or digital services business will be viewed favourably.

Who you will be working with

• You will work closely with the Retention, Sales, Customer Support, Collections, Product and Operations teams to retain customers, resolve issues and improve the overall tradie experience

hipages Group 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

Success Profile

In the first 3 months, the successful team member is expected to have:

• Built a strong understanding of the hipages platform, packages, customer journey and key value drivers.
• Developed confidence in explaining the benefits of hipages to tradies to support retention and save outcomes.
• Become competent in using CRM systems to manage customer interactions, update records accurately and complete required stage changes.
• Demonstrated a sound understanding of sales, retention, collections and complaints processes.
• Followed Sales Policy, compliance requirements and internal guidelines consistently.
• Developed a basic understanding of licensing requirements across each state to support quality and compliance.
• Managed a high volume of inbound and outbound calls, including achieving minimum talk time expectations.
• Shown the ability to uncover customer concerns, handle objections and offer suitable solutions.
• Achieved at least 80% of KPIs and demonstrated consistent progress towards revenue and retention targets.

In the first 6 months, the successful team member is expected to have:

• Become highly confident in the hipages platform, packages and tradie journey, and use this knowledge to improve retention and conversion outcomes.
• Consistently handled cancellation, downgrade, renewal and collections-related conversations with confidence and professionalism.
• Used CRM effectively to manage follow-ups, record accurate notes and maintain a clean customer pipeline.
• Demonstrated strong objection handling and value-led conversations to retain at-risk customers.
• Consistently followed Sales Policy, compliance, licensing and process requirements.
• Built strong working relationships with internal teams to help resolve customer issues quickly.
• Delivered consistent performance against retention, activity, revenue and quality expectations.
• Achieved 100% of KPIs for the previous 3 consecutive months.

Key Metrics

• Minimum talk time: 2.5 hours per day
• KPI achievement: 80%+ within first 3 months, then 100% ongoing
• CRM hygiene: Accurate notes, outcomes and follow-up actions completed consistently

Join the A-Team and experience the A-Life!