Customer Service Representative

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 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 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 Responsibilities

• Respond promptly to customer inquiries via Freshdesk (email and chat).
• Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence
• 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
• 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)

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

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