Customer Retention Associate (Voice) (Ecommerce)

TL;DR

Customer Retention Associate (Voice) (Ecommerce): Managing customer retention through outbound calls and inbound support to prevent churn and increase LTV with an accent on upselling, objection handling, and customer loyalty. Focus on resolving fulfillment issues and optimizing the customer experience within a DTC e-commerce environment.

Location: Must be based in the Philippines

Company

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

What you will do

• Conduct outbound calls to save accounts, offer personalized 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 order updates, returns, exchanges, and refunds.
• Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues.
• Maintain accurate customer interaction records and suggest improvements to processes or templates.

Requirements

• Minimum 1 year of solid experience in customer retention, inbound/outbound upselling, or sales.
• Must be based in the Philippines and have your own device for work.
• Strong sales-driven skills with expertise in closing, persuasion, and objection handling.
• Excellent spoken and written English with a neutral or international accent.
• Familiarity with Shopify, Zendesk, Freshdesk, and Slack.
• Availability for training (Tuesday–Saturday, 4 AM–12 NN PHT) and flexibility for various time zones/weekends.

Culture & Benefits

• Remote-first, results-driven work culture.
• Opportunity to grow within the CS and retention function as the team scales.
• Chance to be part of building a company from the ground up.
• Work with a growing portfolio of brands in the health, wellness, and pet sectors.

Hiring process

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