Remote Customer Retention Specialist

Pearl West Group; Hinoba-an; Remote; PHP 335,000 - 558,000; Full time

Job summary

Pearl West Group is seeking Customer Retention Associates to support a remote, retention-focused customer experience team. You will handle live chat and phone inquiries, reach out to customers, upsell relevant products, and work to reduce churn from a Philippines-based home office.

Selected candidates join on a 3-month contract with potential for full-time employment based on performance. Training occurs Tue–Sat, 4 AM–12 NN PHT, with shifts discussed.

Qualifications

• Minimum 1 year of solid experience in customer retention, inbound/outbound upselling, or sales.
• Sales-driven with strong closing, persuasion, and objection-handling skills.
• Excellent spoken and written English with a neutral or international accent.
• Familiarity with Slack, Shopify, Freshdesk, Zendesk, or similar helpdesk platforms.
• Able to manage live conversations across chat and phone simultaneously.
• Reliable, proactive, and comfortable working independently in a remote setup.
• Available for training Tuesday–Saturday, 4 AM–12 NN PHT; weekend shifts may be discussed.
• Fulltime remote work; Philippines-based with own device.

Responsibilities

• Make outbound calls to customers 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 — order updates, returns, exchanges, refunds, and product inquiries.
• Coordinate with internal teams and 3PL partners to resolve shipping or fulfillment issues.
• Maintain accurate and complete customer interaction records.
• Identify recurring issues and suggest improvements to processes or templates.
• Meet or exceed performance targets for response time, resolution rate, and customer satisfaction.
• Perform other customer experience–related tasks as assigned.

Skills

Customer retention

Upselling

Sales

English proficiency

Communication

Remote work

Tools

Slack

Shopify

Freshdesk

Zendesk

Job description

Pearl West Group is seeking Customer Retention Associates to support a remote, retention-focused customer experience team. You will handle live chat and phone inquiries, reach out to customers, upsell relevant products, and work to reduce churn from a Philippines-based home office.

Selected candidates join on a 3-month contract with potential for full-time employment based on performance. Training occurs Tue–Sat, 4 AM–12 NN PHT, with shifts discussed.