Customer Retention Associate (Voice) (Ecommerce)

TL;DR

Customer Retention Associate (Ecommerce): Managing outbound retention calls and inbound inquiries for DTC health, wellness, and pet brands with an accent on reducing churn and increasing LTV through upselling. Focus on objection handling, closing retention conversations, and resolving customer fulfillment issues.

Location: Must be Philippines-based and possess their own device

Company

Fast-growing DTC e-commerce company managing a portfolio of health, wellness, and pet brands.

What you will do

• Perform approximately 100 outbound calls per day to save accounts and offer personalized solutions.
• Upsell and cross-sell relevant products based on customer needs to drive long-term loyalty.
• Handle inbound inquiries via live chat and phone regarding orders, returns, exchanges, and refunds.
• Coordinate with internal teams and 3PL partners to resolve shipping and fulfillment issues.
• Maintain accurate records of customer interactions and suggest improvements to processes or templates.

Requirements

• Minimum 1 year of solid experience in customer retention, inbound/outbound upselling, or sales.
• Strong persuasion, closing, and objection-handling skills.
• Excellent spoken and written English with a neutral or international accent.
• Proficiency with Shopify, Freshdesk, Zendesk, Slack, and Google Workspace.
• Must be Philippines-based.
• Availability for training from Tuesday to Saturday, 4 AM–12 NN PHT.

Nice to have

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

Culture & Benefits

• Remote-first, results-driven work culture.
• Opportunity to grow within the CS and retention function as the team scales.
• Engagement with a growing portfolio of brands that customers genuinely love.
• Chance to be part of building a system from the ground up.

Hiring process

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