Customer Retention Associate
New
Candidate must be Philippines-based, Preference to those that can work in different time zone and weekendContractMiddle
Salary not disclosed
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Job Details
- Languages
- Excellent spoken and written English
- Experience
- Minimum 1 year
- Required Skills
- ShopifySlackZendesk
Requirements
- Minimum 1 year of solid experience in customer retention, inbound/outbound upselling, or sales.
- Strong closing, persuasion, and objection-handling skills.
- Excellent spoken and written English with a strong phone presence.
- Familiarity with helpdesk platforms such as Slack, Shopify, Freshdesk, or Zendesk.
- Ability 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).
- Must be Philippines-based and provide own device.
Responsibilities
- Make outbound calls to save accounts, offer solutions, and close retention conversations.
- Upsell and cross-sell relevant products based on customer needs and purchase history.
- Handle inbound inquiries via live chat and phone regarding orders, returns, exchanges, refunds, and product questions.
- 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.
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