The Customer Service Representative serves as the frontline liaison between Pearl and its clients, ensuring seamless customer experiences through professional and empathetic communication. This role supports top startups in tech, e-commerce, clean-tech, and luxury services by delivering white-glove service across multiple channels.
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
- Build strong client relationships through consistent communication and support
- Maintain warm, clear communication that balances professionalism with approachability
- Act as brand ambassador delivering white-glove service that exceeds expectations
- 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
- Support clients in navigating tech-enabled communication platforms and systems
- 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
- Review bills, usage patterns, and spot trends to form first-pass hypotheses
- Translate technical or billing information into customer-friendly explanations
- 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
- Help organize communication records and maintain SOP reference materials
- Generate customer satisfaction reports and issue resolution metrics
- 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
- Provide insights on customer trends and areas for operational improvement
What We're Looking For
- Excellent English communication skills
- Ability to work in US Time Zone with flexibility including weekends and US holidays during peak seasons
- Professional and empathetic communication style
- Strong customer relationship management skills
- Experience handling customer inquiries via phone, email, live chat, and SMS
- Ability to process orders accurately and efficiently
- Experience updating and monitoring customer accounts
- Ability to onboard new clients and guide them through company systems
- Coordination skills with cross-functional teams (operations, design, logistics)
- Experience managing order changes, cancellations, and special requests
- Problem-solving skills to resolve customer issues independently
- Ability to escalate complex issues appropriately while keeping clients informed
- Calm and professional demeanor when handling frustrated customers
- Ability to explain billing and service concepts to non-technical users
- Experience reviewing bills and usage patterns
- Skill in translating technical or billing information into customer-friendly language
- Experience documenting customer interactions in CRM systems
- Ability to maintain accurate notes and follow ticket management workflows
- Familiarity with tagging and escalating issues per SOPs
- Collaboration skills to work with operations teams on recurring issues
- Ability to assist with light operations tasks during low volume periods
- Organizational skills to maintain communication records and SOP materials
- Experience generating customer satisfaction and resolution metrics
- Ability to identify upsell and cross-sell opportunities
- Experience promoting seasonal offers and premium services
- Analytical skills to identify trends and recommend process improvements
- Collaboration with departments to enhance customer experience
- Ability to develop and refine internal SOPs
- Capability to provide insights on customer trends and operational improvements
Benefits & Compensation
- Opportunity to work with top startups in the US and EU
- Connection with visionary US and EU founders
- Potential for long-term, meaningful career growth
- Opportunities for promotion to roles matching onshore US counterparts
- Possibility of being flown out to the US and EU to work with clients
Work Mode
Flexible remote work from Philippines, LATAM, South Africa, Kenya, and other remote regions. Must be flexible with client's preference, including weekends and US holidays during peak seasons.
Pearl is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all candidates.
