Remote Customer Experience Specialist - DTC Ecommerce

Visa Hunt; Philippines; Remote; PHP 420,000 - 490,000; Full time

Job summary

Pearl West Group is a fast-growing eCommerce investment and operating company that scales digital brands through data-driven marketing and operational excellence. We’re hiring a Customer Service Representative on a 3-month contract—with potential for full-time based on performance.

As the first point of contact for our DTC brands, you’ll resolve inquiries, handle order issues, and reach out to customers to offer solutions, upsell relevant products, and keep them returning.

Qualifications

• Minimum 2 years of customer service experience, preferably with call center or outbound calling.
• Familiarity with Shopify, Richpanel, Freshdesk or similar platforms.
• Excellent spoken and written English with clear, empathetic communication.
• Typing speed of at least 40 wpm with high accuracy.
• Ability to work remotely and manage multiple tickets.

Responsibilities

• Respond promptly to customer inquiries via email and chat in Freshdesk.
• Make outbound calls to save accounts and close retention conversations.
• Upsell and cross-sell products based on customer needs.
• Handle inbound inquiries via chat and phone: orders, returns, refunds.
• Maintain accurate customer interaction records.
• Identify recurring issues and suggest process improvements.
• Meet or exceed targets for response time, resolution rate, CSAT.

Skills

Customer service

Outbound calling

English communication

Typing 40 wpm

Remote work

Tools

Shopify

Richpanel

Freshdesk

Job description

Pearl West Group is a fast-growing eCommerce investment and operating company that scales digital brands through data-driven marketing and operational excellence. We’re hiring a Customer Service Representative on a 3-month contract—with potential for full-time based on performance.

As the first point of contact for our DTC brands, you’ll resolve inquiries, handle order issues, and reach out to customers to offer solutions, upsell relevant products, and keep them returning.