Client Relations Specialist – Silang, Philippines

Are you passionate about solving problems, building trust, and delivering meaningful support? At Fusion CX, we are hiring Client Relations Specialists to help ensure high client satisfaction and program retention. If you have a knack for empathetic communication, conflict resolution, and navigating challenging conversations with professionalism, this is your opportunity to make a direct impact. Join us in Silang and be a key voice that turns concern into confidence.

Job Description – Client Relations Specialist

About the Role

As a Client Relations Specialist, you will serve as the primary point of contact for clients expressing a desire to cancel their enrollment. You will work to retain these clients by offering thoughtful, personalized solutions, reaffirming the program’s value, and resolving any issues that may have impacted their experience. This role also involves managing escalated service concerns with empathy and a focus on positive resolution.

Essential Duties and Responsibilities

• Serve as the primary point of contact for clients who are considering cancellation, with the goal of retaining them through empathetic communication and creative problem-solving.
• Provide retention solutions that align with client needs, company policy, and long-term financial success.
• Effectively manage and de-escalate calls from frustrated or concerned clients, acting as a brand ambassador and problem solver.
• Educate clients on program benefits and outcomes to reinforce value and rebuild trust.
• Maintain a strong working knowledge of the program structure, common client objections, and all available save strategies.
• Achieve and exceed retention targets, quality scores, average handle time, and other key performance metrics.
• Accurately document all interactions and outcomes.
• Partner with internal teams, including Legal and Client Services, to resolve escalations swiftly and appropriately.
• Support overflow from other teams (such as Customer Service) as needed.
• Participate in ongoing training and contribute to process improvement efforts.

Job Requirements – Client Relations Specialist

Required Skills/Abilities:

• Strong written and verbal communication skills
• Strong problem-solving and conflict resolution skills
• Ability to work independently and in a team-oriented environment
• Ability to remain calm and professional under pressure.
• Reliable
• Experience in a fast-paced customer support environment

Work Schedule and Environment

• Availability of flexible working hours, including weekends and holidays as needed.

Education and Experience

• 1-2 years of experience in customer service, preferably with retention and escalation experience

Note: This job description does not state or imply that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Why Join Fusion CX?

At Fusion CX, we believe success starts with people. When you join our team in Silang, you’ll find more than a job—you’ll find purpose, growth, and a culture that empowers every voice.

• People First: We’re committed to building a respectful, supportive, and inclusive workplace.
• Your Growth Matters: With ongoing training and development opportunities, we help you advance your career.
• Real Impact: Help individuals find clarity and support at critical moments in their journey.
• Recognition and Reward: Your contributions are valued and celebrated because your success is ours too.

Ready to become a trusted advisor and retention expert? Apply today to join Fusion CX as a Client Relations Specialist in Silang, Philippines, and make your next career move one that counts.