Customer Service Representative

Pearl West

Customer Service Representative for an eCommerce company handling customer inquiries and resolving order issues. Working remotely for a growing team in the Philippines with potential for full-time employment.

Posted 4/21/2026contractRemote • 🇵🇭 PhilippinesJuniorMid-Level💰 $600 - $800 per monthWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Minimum 2 years of customer service experience, including at least 1 year in non-voice support (email or chat)
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

Benefits

Comp & perks

Fully remote role with performance-based incentives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service experiencenon-voice supporttyping speedticket management

Soft Skills

professionalismempathyreliabilityproactivityindependenceability to work under pressure