Customer Retention Associate (Voice) - For Pooling

Remote

Full Time

Entry Level

About Pearl West Group

Pearl West Group is a fast-growing DTC e-commerce company managing a portfolio of health, wellness, and pet brands. We're customer-obsessed, data-driven, and building a team that's as passionate about our customers as we are about our products.

Role Overview

We are building a talent pool of Customer Service Representatives (CSR) that focuses on retention — this is not an immediate hire, but an opportunity to be considered for upcoming openings as our team grows.

We're looking for passionate, customer-focused individuals who can deliver real value to our customers — not just resolve issues, but build loyalty, prevent churn, and drive long-term satisfaction. As a Customer Retention Associate, you'll handle inbound inquiries via live chat and phone, and proactively reach out to customers through outbound calls to offer personalized solutions, upsell relevant products, and keep them coming back.

Selected candidates will initially join our Customer Experience team on a 3-month contract — with the possibility of full-time employment based on performance.

Key Responsibilities

Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence (~100 calls per day)
Upsell and cross-sell relevant products based on customer needs and purchase history (50% success rate from connected calls)
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 (responsibilities are not limited to the above and may evolve based on team needs and performance)

Qualifications

Category	Requirement
Experience	Minimum 1 year of solid experience in customer retention, inbound/outbound upselling, or sales
Sales Skills	Sales-driven with strong closing, persuasion, and objection-handling skills
Communication	Excellent spoken and written English —strong phone presence with a neutral or international accent
Tools	Familiarity with Slack, Shopify, Freshdesk, Zendesk, or similar helpdesk platforms
Multitasking	Able to manage live conversations across chat and phone simultaneously
Integrity	Reliable, proactive, and comfortable working independently in a remote setup
Availability	Must be available for training (Tuesday–Saturday, 4 AM–12 NN PHT); shift schedule to be discussed, with preference to those that can work in different time zone and weekend
Setup	Fulltime remote work; Candidate must be Philippines-based and must have their own device

Nice-to-Have Skills

Experience with subscription-based DTC brands or recurring billing models
Familiarity with Amazon Seller Central, TikTok Shop, ClickUp, Meta Business Suite
Experience working with 3PL or fulfillment partners
Google Workspace proficiency (Docs, Sheets)
Pet owner or strong familiarity with pet owners' needs and concerns is a big plus!
Strong QA or quality monitoring background in a CS or voice environment — we'd love to hear from you!

Why Join Us?

Work with a growing portfolio of brands that people genuinely love
Remote-first, results-driven culture
Opportunity to grow within the CS and retention function as the team scales
Be part of building something from the ground up

Application Process

Submit your resume highlighting your relevant experience
Online assessment (take the online assessment here: https://app.testgorilla.com/s/c875bwb6 - no assessment, no interview
Initial interview with the HR team.
Mock Call Assessment
Final interview with the hiring manager.

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