Customer Service Associate

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/c875bwb6 - no assessment, no interview • Initial interview with the HR team. • Final interview with the hiring manager. Originally posted on Himalayas