Customer Service Representative (WFH)

Location: Remote (Philippines)Compensation: $600-$700/monthWorking Schedule: Tuesday-Saturday, 4AM-12NN PH time, including occasional weekends or holidays as needed, and subject to change to GY shift after the training periodReports To: CS Team LeaderAbout Pearl West GroupPearl 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 based on performance. Role OverviewAs 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 will also proactively reach out to customers through outbound calls to offer personalized solutions, upsell relevant products, and keep them coming back. 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 ResponsibilitiesRespond promptly to customer inquiries via Freshdesk (email and chat).Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidenceUpsell 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 inquiriesMaintain 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)CategoryRequirementExperienceMinimum 2 years of customer service experiencewith previous call center or outbound calling experience highly preferred. ToolsFamiliarity with Shopify, Richpanel, Freshdesk, or other similiar platforms.CommunicationExcellent spoken and written English—clear, empathetic, and professional tone.Typing SpeedAt least 40 words per minute with high accuracy.Multitasking & FocusCan manage multiple tickets and maintain quality under pressure.Integrity & AccountabilityReliable, proactive, and able to work independently in a remote environment.AvailabilityCan work Tuesday–Saturday, 4 AM–12 NN PHT, including occasional weekends or holidays as needed.Nice-to-Have SkillsExperience with Shopify, Amazon Seller Central, or TikTok ShopFamiliarity with Google Workspace (Docs, Sheets)Understanding of CSAT, response time, and resolution KPIsExperience working with 3PL or fulfillment partnersPet 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 hoursCustomer Satisfaction (CSAT): 90%+Resolution Rate: > 90% within SLAWhy Join Pearl West GroupBe 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 ProcessSubmit 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 interviewInitial interview with the HR team.Final interview with the hiring manager.Originally posted on Himalayas