Customer Retention Associate

Job Summary

To support a growing team, the full-time Customer Retention Associate will manage inbound inquiries and make outbound calls to enhance customer loyalty and satisfaction in a remote environment.

Key Responsibilities

• Make outbound calls to customers to save accounts and offer personalized solutions, handling approximately 100 calls per day
• Upsell and cross-sell relevant products based on customer needs and purchase history, achieving a 50% success rate from connected calls
• Handle inbound inquiries via live chat and phone regarding order updates, returns, exchanges, and product inquiries

Required Qualifications

• Minimum 1 year of experience in customer retention, inbound/outbound upselling, or sales
• Strong sales skills with the ability to close, persuade, and handle objections effectively
• Excellent spoken and written English with a strong phone presence
• Familiarity with tools such as Slack, Shopify, Freshdesk, or Zendesk
• Reliable and proactive, comfortable working independently in a remote setup