Customer Service Representative (WFH)

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

Requirements:

• 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