Pearl Talent is looking for a Customer Service Representative to serve as the frontline liaison between our company and its clients. You will ensure seamless customer experiences through professional, empathetic communication, manage customer relationships, and contribute to building exceptional loyalty.
What You'll Do
- Serve as first point of contact for customers via phone, email, live chat, and SMS.
- Respond to customer inquiries promptly, professionally, and empathetically across all channels.
- Build rapport and provide personalized recommendations based on customer needs.
- Follow up with clients to ensure satisfaction and gather valuable feedback.
- Process phone and online orders with accuracy and efficiency.
- Monitor and update customer accounts ensuring data accuracy.
- Assist in onboarding new clients and guiding them through company systems and platforms.
- Coordinate with operations, design, and logistics teams for timely delivery and fulfillment.
- Manage order changes, cancellations, special requests, and account updates.
- Set up new accounts and assist with manual work, automations, and account creation.
- Provide solutions to customer issues, troubleshooting common problems independently.
- Resolve customer concerns with professionalism, urgency, and ownership.
- Escalate complex concerns to appropriate teams when necessary while keeping clients updated.
- Handle difficult conversations calmly and professionally, especially with frustrated customers.
- Clearly explain billing, utility, and service concepts to non-technical customer bases.
- Document all customer interactions, feedback, and case history in CRM systems.
- Maintain accurate notes and ticket management following workflow standards.
- Tag and escalate issues according to established protocols and SOP guidelines.
- Collaborate with operations teams to address recurring customer issues.
- Assist with light operations tasks during lower call volume periods.
- Identify upsell and cross-sell opportunities during customer interactions.
- Promote seasonal offers, premium products, and value-added services.
- Identify trends in client concerns and recommend process enhancements.
- Collaborate with departments to improve overall customer experience.
- Develop and refine internal SOPs for the Customer Service Department.
What We're Looking For
- 1-2+ years of customer service experience, preferably in billing, tech-driven industries, e-commerce, hospitality, luxury services, or startups.
- Strong written and verbal English communication skills with clear, professional delivery.
- Experience handling inbound calls, emails, live chat, and SMS communications.
- Proficiency in Customer Support Systems (Zendesk or similar) and CRM tools.
- Highly organized with exceptional attention to detail and accuracy.
- Ability to stay calm and professional under pressure or when handling difficult situations.
- Strong analytical skills with ability to troubleshoot and resolve issues independently.
- Proven ability to manage multiple priorities in fast-paced environments.
- Willingness to work shifting schedules including weekends and US holidays during peak seasons.
- Dependable with high-speed internet connection for remote work.
- Patient, empathetic demeanor with genuine passion for helping customers.
Nice to Have
- Startup or high-growth company experience.
- Experience in US utility, billing, energy, or telecom systems.
- Proven track record with upselling and revenue generation.
- Familiarity with e-commerce platforms (especially Shopify).
- Background in clean-tech, SaaS, or luxury products/services.
- Experience in floral, gifting, or event planning industries.
- Process documentation or administrative support experience.
- Passion for luxury products, aesthetics, or premium service delivery.
- Experience working with elderly or diverse customer demographics.
- Familiarity with Google Workspace and productivity tools.
Technical Stack
- Zendesk or similar ticketing and VOIP systems
- CRM Platforms: Salesforce, HubSpot, or equivalent
- Email, phone systems, live chat platforms, SMS tools
- Google Workspace: Gmail, Docs, Sheets, Drive
- Order processing and tracking systems
- Shopify or similar online retail systems (preferred)
- Slack or Microsoft Teams (preferred)
- Zoom or equivalent platforms (preferred)
- Notion or similar knowledge base tools (preferred)
- Asana, Trello, or project management software (preferred)
- Billing and payment systems (preferred)
Benefits & Compensation
- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote — work from anywhere
- Generous PTO: In accordance with company policy
- Direct Mentorship: Access to global industry leaders
- Learning & Development: Continuous growth resources
- Global Networking: Work with international teams
- Health Coverage (Philippines only): HMO after 3 months (full-time)
Work Mode
This role is open to candidates based in the Philippines, LATAM, South Africa, Kenya, or other remote regions with excellent English communication skills. It is a fully remote position.
Pearl Talent is an equal opportunity employer.
