Customer Service Representative
P
Pearl West GroupECommerce
Philippines, Tuesday-Saturday, 4AM-12NN PH timeContractMiddle
Salary600 - 700 USD per month
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Job Details
- Languages
- English
- Experience
- Minimum 2 years of customer service experience
- Required Skills
- ShopifyCustomer serviceGoogle Workspace
Requirements
- Minimum 2 years of customer service experience.
- Previous call center or outbound calling experience is highly preferred.
- Familiarity with Shopify, Richpanel, Freshdesk, or similar platforms.
- Excellent spoken and written English skills.
- Typing speed of at least 40 words per minute with high accuracy.
- Ability to 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.
Responsibilities
- Respond promptly to customer inquiries via Freshdesk (email and chat).
- Make outbound calls to customers to save accounts, offer solutions, and close retention conversations.
- Upsell and cross-sell relevant products based on customer needs and purchase history.
- Handle inbound inquiries via live chat and phone regarding order updates, returns, exchanges, and refunds.
- 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.
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