Customer Service Representative - REMOTE - AP002

Department: Customer Service and Client Relations

Work Arrangement: Remote

Job Type: Independent Contractor, Full Time

Work Schedule: US Time Zone (expected to be flexible with the client's preference, including weekends and US holidays during peak seasons)

Locations: Philippines, LATAM, South Africa, Kenya, and other remote regions with excellent English communication skills

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we've hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

Hear why we exist, what we believe in, and who we're building for: WATCH HERE

Why Work with Us?

At Pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.

Role Overview

The Customer Service Representative serves as the frontline liaison between the company and its clients, ensuring seamless customer experiences through professional, empathetic communication. This role goes beyond answering inquiries—you'll manage customer relationships, drive process improvements, support account management, and contribute to building exceptional customer loyalty. You'll handle diverse customer needs across multiple channels while maintaining high standards of service excellence in fast-paced, often high-touch environments including tech startups, e-commerce, clean-tech, and luxury service industries.

Your Impact

Your work will directly contribute to maintaining the company's reputation for excellence, fostering client loyalty, and increasing revenue through exceptional service and strategic upselling. You'll play a key role in turning one-time buyers into lifelong customers while reducing operational burden on internal teams. By identifying trends and recommending improvements, you'll help shape better customer experiences and more efficient processes. Your ability to handle complex situations with professionalism will ensure customer satisfaction remains high during periods of rapid company growth.

Core Responsibilities

Customer Relationship Management (40%)

• 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

Order Management & Account Coordination (30%)

• 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

Problem Resolution & Issue Management (15%)

• 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

Documentation & Administrative Support (10%)

• 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

Revenue Growth & Process Improvement (5%)

• 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

Must-Haves (Required)

• Experience: 1-2+ years of customer service experience, preferably in billing, tech-driven industries, e-commerce, hospitality, luxury services, or startups
• Communication: Strong written and verbal English communication skills with clear, professional delivery
• Multi-Channel Support: Experience handling inbound calls, emails, live chat, and SMS communications
• Tech Proficiency: Proficiency in Customer Support Systems (Zendesk or similar) and CRM tools
• Detail-Oriented: Highly organized with exceptional attention to detail and accuracy
• Pressure Management: Ability to stay calm and professional under pressure or when handling difficult situations
• Problem-Solving: Strong analytical skills with ability to troubleshoot and resolve issues independently
• Multitasking: Proven ability to manage multiple priorities in fast-paced environments
• Schedule Flexibility: Willingness to work shifting schedules including weekends and US holidays during peak seasons
• Reliability: Dependable with high-speed internet connection for remote work
• Customer Focus: Patient, empathetic demeanor with genuine passion for helping customers

Nice-to-Haves (Preferred)

• 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

Tools Proficiency

Must-Haves (Required)

• Customer Support: Zendesk or similar ticketing and VOIP systems
• CRM Platforms: Salesforce, HubSpot, or equivalent customer relationship management tools
• Communication: Email, phone systems, live chat platforms, SMS tools
• Google Workspace: Gmail, Docs, Sheets, Drive
• Order Management: Experience with order processing and tracking systems

Nice-to-Haves (Preferred)

• E-commerce Platforms: Shopify or similar online retail systems

• Team Communication: Slack or Microsoft Teams

• Video Conferencing: Zoom or equivalent platforms

• Documentation: Notion or similar knowledge base tools

• Productivity Tools: Asana, Trello, or project management software

• Payment Processing: Experience with billing and payment systems

• 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)

Our Recruitment Process

1. Application
2. Skills Assessment
3. Initial Screening
4. Top-grading Interview
5. Client Matching
6. Job Offer
7. Onboarding

Ready to Join Pearl Talent?

If you're proactive, reliable, and excited to work with high-performing teams across industries, we'd love to hear from you. Apply today and become part of Pearl Talent's global community.