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Customer Service Representative
Pearl West. Respond promptly to customer inquiries via Freshdesk (email and chat) .
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
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service experiencenon-voice supporttyping speedticket management
Soft Skills
professionalismempathyreliabilityproactivityindependenceability to work under pressure