Customer Retention Associate (Voice) (E-commerce)

TL;DR

Customer Retention Associate (Voice) (E-commerce): Managing outbound retention calls and inbound inquiries to prevent churn and drive long-term customer loyalty with an accent on upselling and objection handling. Focus on closing retention conversations, optimizing the customer experience for DTC brands, and coordinating with 3PL partners.

Location: Must be based in the Philippines (Remote)

Company

hirify.global Group is a fast-growing DTC e-commerce company managing a portfolio of health, wellness, and pet brands.

What you will do

• Perform 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, and refunds.
• Coordinate with internal teams and 3PL partners to resolve shipping and fulfillment issues.
• Maintain accurate customer interaction records and suggest process improvements.

Requirements

• Must be based in the Philippines.
• Minimum 1 year of experience in customer retention, inbound/outbound upselling, or sales.
• Excellent spoken and written English with a neutral or international accent.
• Familiarity with Shopify, Freshdesk, Zendesk, or similar helpdesk platforms.
• Availability for training: Tuesday–Saturday, 4 AM–12 NN PHT.
• Must have your own device for remote work.

Nice to have

• Experience with subscription-based DTC brands or recurring billing models.
• Familiarity with Amazon Seller Central, TikTok Shop, ClickUp, or Meta Business Suite.
• Pet ownership or strong familiarity with pet owners' needs.
• Strong QA or quality monitoring background in a CS or voice environment.

Culture & Benefits

• Remote-first, results-driven work culture.
• Opportunity to grow within the CS and retention function as the team scales.
• Possibility of transitioning from a 3-month contract to full-time employment based on performance.
• Experience building a function from the ground up within a fast-growing company.

Hiring process

• Resume submission and mandatory online assessment.
• Initial HR interview followed by a Mock Call Assessment.
• Final interview with the hiring manager.