Customer Retention Associate – Voice

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conduct outbound calls to customers — preserving accounts, providing solutions, and confidently concluding retention discussions (approximately 100 calls daily)

• Promote and recommend pertinent products based on customer needs and purchasing history (achieving a 50% success rate from connected calls)

• Address inbound inquiries through live chat and phone — including order status, returns, exchanges, refunds, and product questions

• Collaborate with internal teams and third-party logistics partners to resolve shipping or fulfillment challenges

• Keep accurate and comprehensive records of customer interactions

• Recognize recurring issues and propose enhancements to processes or templates

• Meet or surpass performance targets for response times, resolution rates, and customer satisfaction

• Execute other customer experience-related duties as assigned (responsibilities may expand based on team requirements and performance)

⛳️ Requirements

• At least 1 year of substantial experience in customer retention, inbound/outbound upselling, or sales

• Sales-oriented with robust closing, persuasion, and objection-handling abilities

• Exceptional spoken and written English — strong phone presence with a neutral or international accent

• Knowledge of Slack, Shopify, Freshdesk, Zendesk, or comparable helpdesk platforms

• Capable of managing live conversations across chat and phone simultaneously

• Dependable, proactive, and comfortable working independently in a remote environment

• Must be available for training (Tuesday–Saturday, 4 AM–12 NN PHT); shift schedules will be discussed, with preference given to those who can work in different time zones and on weekends

🏝️ Benefits

• Remote-first, results-oriented culture

• Opportunity for growth within the customer service and retention function as the team expands

• Be part of building something from the ground up