Customer Retention Associate – Voice

Pearl West

Customer Retention Associate managing inbound inquiries and outbound calls for retention solutions. Focused on upselling products and enhancing customer loyalty within a remote environment.

Posted 7/4/2026contractRemote • 🇵🇭 PhilippinesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence (~100 calls per day)
Upsell and cross-sell relevant products based on customer needs and purchase history (50% success rate from connected calls)
Handle inbound inquiries via live chat and phone — order updates, returns, exchanges, refunds, and product inquiries
Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues
Maintain accurate and complete customer interaction records
Identify recurring issues and suggest improvements to processes or templates
Meet or exceed performance targets for response time, resolution rate, and customer satisfaction
Perform other customer experience–related tasks as assigned (responsibilities are not limited to the above and may evolve based on team needs and performance)

Requirements

What you’ll need

Minimum 1 year of solid experience in customer retention, inbound/outbound upselling, or sales
Sales-driven with strong closing, persuasion, and objection-handling skills
Excellent spoken and written English —strong phone presence with a neutral or international accent
Familiarity with Slack, Shopify, Freshdesk, Zendesk, or similar helpdesk platforms
Able to manage live conversations across chat and phone simultaneously
Reliable, proactive, and comfortable working independently in a remote setup
Must be available for training (Tuesday–Saturday, 4 AM–12 NN PHT); shift schedule to be discussed, with preference to those that can work in different time zone and weekend

Benefits

Comp & perks

Remote-first, results-driven culture
Opportunity to grow within the CS and retention function as the team scales
Be part of building something from the ground up

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer RetentionUpsellingSales ExperiencePerformance Target AchievementProcess Improvement

Soft Skills

PersuasionProactivityReliabilityCommunication