Customer Service Associate

Pearl West; Canada; Remote; CAD 30,000 - 60,000; Full time

Job summary

A fast-growing eCommerce company is hiring Customer Service Associates for a remote position on a 3-month contract. The role requires at least 2 years of customer service experience and excellent written English. Responsibilities include responding to inquiries, handling orders, and maintaining customer records. Opportunities for full-time employment and promotion based on performance are available.

Benefits

Fully remote role

Performance-based incentives

Opportunity for promotion

Qualifications

• Minimum 2 years of customer service experience, with at least 1 year in non-voice support.
• At least 40 words per minute typing speed with high accuracy.
• Can manage multiple tickets and maintain quality under pressure.

Responsibilities

• Respond promptly to customer inquiries via Freshdesk.
• Handle order updates, returns, exchanges, and refunds.
• Maintain accurate customer interaction records.

Skills

Non-voice customer service experience

Excellent written English

Ability to handle multiple tickets

Tools

Freshdesk

Zendesk

Job description

Overview

Location: Remote (Philippines)

Employment Type: 3-Month Contract (with potential for full-time and promotion)

Compensation: $500-$600/month

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 two (2) Customer Service Associates 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)

• 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

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

1. Submit your resume highlighting your relevant customer service and non-voice experience.
2. Initial interview with the HR team.
3. Online assessment (to evaluate communication and problem-solving skills).
4. Final interview with the hiring manager.