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’re hiring Customer Service Associate 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 Associate, 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 manage tickets via Freshdesk, providing timely, accurate, and empathetic responses.
This role is ideal for someone with strong non-voice customer service experience, excellent written English, and the ability to handle multiple tickets efficiently while maintaining professionalism and accuracy.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via Freshdesk (email and chat).
- 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, with at least 1 year in non-voice support (email or chat). |
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/gii8ixy8) - no assessment, no interview
- Initial interview with the HR team.
- Final interview with the hiring manager.