[Hiring] Customer Service Representative @Pearl West

Role Description

As a Customer Service Representative, you’ll be the first point of contact for our customers—resolving inquiries, handling order issues, and ensuring a smooth experience across our DTC brands. You’ll primarily manage tickets via Freshdesk, while also supporting outbound calls when needed to drive faster resolutions and improve customer satisfaction.

This role is ideal for someone with strong non-voice customer service experience, excellent written English, and the confidence to handle voice interactions professionally. You should be able to manage multiple tickets efficiently without compromising accuracy, tone, or customer experience.

Key Responsibilities

• Respond promptly to customer inquiries via Freshdesk (email and chat).
• Conduct outbound calls to follow up 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.

Qualifications

• Minimum 2 years of customer service experience, including at least 1 year in non-voice support (email or chat), with previous call center or outbound calling experience preferred.
• Familiarity with Freshdesk, Zendesk, or similar helpdesk platforms.
• Excellent written English—clear, empathetic, and professional tone.
• 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.

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.

Benefits

• 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.