Retention & Client Relations Specialist - Philippines - Ferguson Education and Migration

    Ferguson Education and Migration
    Ferguson Education and Migration Philippines

    1 araw ang nakalipas

    Edukasyon / Pagsasanay
    Paglalarawan

    Position Details

    • Engagement Type: Contractor
    • Work Arrangement: Fully Remote
    • Hours: 9:00am – 5:00pm (Australian Eastern Standard Time)
    • Function: Sales, Administration & Client Conflict Resolution

    About Us

    We're a fast-growing Education & Migration company with a footprint across Australia, the Pacific Islands including Papua New Guinea, Fiji and SE Asia helping students secure life-changing study visas and international education opportunities.

    Job Purpose

    The Retention & Resolution Specialist will serve as the primary point of contact for complex client cases and refund requests. This individual will balance administrative oversight with high-level negotiation, aiming to resolve disputes and convert potential cancellations into alternative service enrolments or credits.

    Key Responsibilities

    • Conflict Mediation: Act as the first point of escalation for dissatisfied clients, handling complaints with empathy and professional composure.
    • The "Pivot" (Sales): Evaluate refund requests and proactively pitch alternative solutions (e.g., course transfers, credit notes, or upgraded service tiers) to retain revenue.
    • Administrative Oversight: Maintain meticulous records of all disputes, ensuring documentation is accurate and timely.
    • Policy Enforcement: Apply company refund policies fairly while identifying "gray areas" where a creative sales solution could prevent a total loss.
    • Stakeholder Communication: Keep both the internal finance team and the external clients informed of resolution timelines.

    Ideal Candidate Profile

    The successful candidate will be a high-energy professional who bridges the gap between administrative precision and persuasive sales psychology. We are looking for an individual who views a complaint not as a dead-end, but as a final opportunity to save a relationship.

    Experience & Background:

    • Proven Track Record: At least 3–5 years of experience in Sales, Account Management, or High-Level Claims/Complaints Handling.
    • Conflict Resolution: Professional experience in mediation or de-escalation is essential. You should be comfortable navigating high-stakes conversations with frustrated stakeholders while remaining calm and solution-oriented.
    • Strategic Sales Ability: You must possess the "consultative sales" mindset—the ability to identify a client's underlying needs and pivot them toward an alternative service or product that provides value, effectively retaining revenue.

    Skills & Attributes:

    • Exceptional Communication: Mastery of both verbal and written communication. You can draft firm yet empathetic emails and hold your own in difficult phone or face-to-face negotiations.
    • Administrative Rigor: High attention to detail with the ability to manage a complex pipeline of cases, maintain meticulous CRM records, and follow strict financial protocols.
    • Resilience: A thick skin and the emotional intelligence to handle rejection or aggression without losing focus on the company's retention goals.
    • Negotiation: The ability to find "win-win" scenarios where the client feels heard and the company protects its bottom line.

    Applications close on 9th March 2026

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