Customer Service Representative (For Pooling)

Remote

Full Time

Entry Level

Location: Remote (Philippines)
Compensation: $600-$800/month
Working Schedule: Tuesday-Saturday, 4AM-12NN PH time, including occasional weekends or holidays as needed, and subject to change to GY shift after the training period
Reports To: HR/CS Director

About Pearl West Group

Pearl West Group is a fast-growing eCommerce investment and operating company that scales digital consumer brands through data-driven performance marketing and operational excellence. We build brands people love — and we build teams that grow with them.

We’re hiring Customer Service Representative to join our Customer Experience team on a 3-month contract—with the possibility of full-time employment or promotion based on performance.

Role Overview

As a Customer Service Representative, you’ll be the first point of contact across our DTC brands. Your day-to-day will involve resolving inquiries, managing order issues, and delivering a seamless experience that keeps customers coming back. You'll primarily work through Freshdesk (email and chat), with outbound calls as part of your toolkit for following up on unresolved cases and driving faster, more personal resolutions.

This role is ideal for someone with strong customer service experience across both chat and voice channels — clear and empathetic in every interaction, and able to manage multiple tickets efficiently without compromising accuracy or quality.

Key Responsibilities

Respond promptly to customer inquiries via Freshdesk (email and chat).
Conduct outbound calls to follow up on on inquiries, provide solutions, and resolve concerns with professionalism and empathy.
Handle 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.)

Requirements (Plug-and-Play Skills)

Category	Requirement
Experience	Minimum 2 years of customer service experience, including atleast 1 year in non-voice support (email or chat), with previous call center or outbound calling experience preferred.
Tools	Familiarity with Freshdesk, Zendesk, or similar helpdesk platforms.
Communication	Excellent written English—clear, empathetic, and professional tone.
Typing Speed	At least 40 words per minute with high accuracy.
Multitasking & Focus	Can manage multiple tickets and maintain quality under pressure.
Integrity & Accountability	Reliable, proactive, and able to work independently in a remote environment.
Availability	Can work Tuesday–Saturday, 4 AM–12 NN PHT, including occasional weekends or holidays as needed.

Nice-to-Have Skills

Experience with Shopify, Amazon Seller Central, or TikTok Shop
Familiarity with Google Workspace (Docs, Sheets)
Understanding of CSAT, response time, and resolution KPIs
Experience working with 3PL or fulfillment partners
Pet owner (or has experience caring for pets), with a strong understanding of pet owners’ concerns and emotional connection to their pets.

Performance Metrics (Success in the Role)

First Response Time: < 24 hours
Customer Satisfaction (CSAT): 90%+
Resolution Rate: > 90% within SLA

Why Join Pearl West Group

Be part of a fast-growing eCommerce team managing multiple DTC brands.
Gain hands-on exposure to Freshdesk and real customer experience operations.
Fully remote role with performance-based incentives.
Opportunity for promotion or full-time employment based on performance.

Application Process

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

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