Customer Service Representative

🕒 July 7

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Pearl West

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛍️ eCommerce

🤝 B2B

🛒 Retail

eCommerce • B2B • Retail

Pearl West is a company that specializes in acquiring and growing Amazon businesses. They provide a straightforward process for sellers to sell their businesses in less than 30 days, and they focus on optimizing profits post-acquisition. Pearl West employs a personalized approach to each sale, ensuring that sellers receive fair valuations and transparent communication throughout the process. Their expertise includes optimizing supply chains, improving product listings, and leveraging market strategies to exponentially grow acquired brands on Amazon.

📋 Description

• Respond promptly to customer inquiries via Freshdesk (email and chat). • Make outbound calls to customers — save accounts, offer solutions, and close retention conversations with confidence. • Upsell and cross-sell relevant products based on customer needs and purchase history (50% success rate from connected calls). • Handle inbound inquiries via live chat and phone — order updates, returns, exchanges, refunds, and product inquiries. • 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.

🎯 Requirements

• Minimum 2 years of customer service experience with previous call center or outbound calling experience highly preferred. • Familiarity with Freshdesk, Zendesk, or similar helpdesk platforms. • Excellent spoken and written English—clear, empathetic, and professional tone (neutral accent). • Typing Speed at least 40 words per minute with high accuracy. • Can manage multiple tickets and maintain quality under pressure. • Reliable, proactive, and able to work independently in a remote environment. • Availability to work Tuesday–Saturday, 4 AM–12 NN PHT, including occasional weekends or holidays as needed.

🏖️ Benefits

• Fully remote role with performance-based incentives • Gain hands-on exposure to Freshdesk and real customer experience operations