Note: The job is a remote job and is open to candidates in USA. Pearl West Group is a fast-growing eCommerce investment and operating company that scales digital consumer brands. They are hiring a Customer Service Representative to join their Customer Experience team, responsible for resolving inquiries, managing order issues, and providing a seamless customer experience.
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
Skills
- Minimum 2 years of customer service experience with previous call center or outbound calling experience highly preferred
- Familiarity with Shopify, Richpanel, Freshdesk, or other similar platforms
- Excellent spoken and written English—clear, empathetic, and professional tone (neutral accent)
- At least 40 words per minute typing speed with high accuracy
- Can manage multiple tickets and maintain quality under pressure
- Reliable, proactive, and able to work independently in a remote environment
- Can work Tuesday–Saturday, 4 AM–12 NN PHT, including occasional weekends or holidays as needed
- 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
Benefits
- Fully remote role with performance-based incentives.
- Opportunity for promotion or full-time employment based on performance.
Company Overview