Customer Retention Associate

Job Summary

Passionate about customer loyalty, the full-time remote Customer Retention Associate will manage inbound inquiries and make outbound calls to enhance customer satisfaction, upsell products, and prevent churn.

Key Responsibilities

• Make outbound calls to customers to save accounts and offer personalized solutions, averaging ~100 calls per day
• Upsell and cross-sell 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 closing, persuasion, and objection-handling skills
• Excellent spoken and written English with a neutral or international accent
• Familiarity with helpdesk platforms such as Slack, Shopify, Freshdesk, or Zendesk
• Reliable and proactive, comfortable working independently in a remote setup