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About Pearl West GroupPearl 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 OverviewWe are building a talent pool of Customer Service Representatives (CSR) that focuses on retention.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 ResponsibilitiesMake 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 inquiriesCoordinate with internal teams and 3PL partners to resolve shipping or fulfillment issuesMaintain accurate and complete customer interaction recordsIdentify recurring issues and suggest improvements to processes or templatesMeet or exceed performance targets for response time, resolution rate, and customer satisfactionPerform other customer experience–related tasks as assigned (responsibilities are not limited to the above and may evolve based on team needs and performance)QualificationsMinimum 1 year of solid experience in customer retention, inbound/outbound upselling, or salesSales-driven with strong closing, persuasion, and objection-handling skillsExcellent spoken and written English —strong phone presence with a neutral or international accentFamiliarity with Slack, Shopify, Freshdesk, Zendesk, or similar helpdeskAble to manage live conversations across chat and phone simultaneouslyReliable, proactive, and comfortable working independently in a remote setupMust 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 weekendFulltime remote work; Candidate must be Philippines-based and must have their own deviceNice-to-Have SkillsExperience with subscription-based DTC brands or recurring billing modelsFamiliarity with Amazon Seller Central, TikTok Shop, ClickUp, Meta Business SuiteExperience working with 3PL or fulfillment partnersGoogle 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 loveRemote-first, results-driven cultureOpportunity to grow within the CS and retention function as the team scalesBe part of building something from the ground upApplication ProcessSubmit your resume highlighting your relevant experienceOnline assessment (take the online assessment here: https://app.testgorilla.com/s/c875bwb6 - no assessment, no interviewInitial interview with the HR team.Mock Call AssessmentFinal interview with the hiring manager.
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