YOU WILL - Provide support to merchant partners, including e-commerce retailers using a variety of online platforms - Investigate and resolve technical, operational, and configuration-related issues using a range of troubleshooting techniques - Collaborate closely with internal technical and business teams to ensure timely resolution of merchant inquiries and deliver a high-quality support experience - Manage multiple customer requests simultaneously while effectively prioritizing tasks and maintaining service standards - Contribute to the development and improvement of scalable support processes and workflows - Communicate with merchant partners regarding product updates, new features, and service enhancements - Gather and share customer feedback and feature requests to support product improvements and future development initiatives

Role Description 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. - Foster client loyalty and increase revenue through exceptional service and strategic upselling. - Play a key role in turning one-time buyers into lifelong customers. - Reduce operational burden on internal teams. - Identify trends and recommend improvements to shape better customer experiences. - Handle complex situations with professionalism to ensure high customer satisfaction. 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. Qualifications - 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-Haves - 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. Benefits - 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 - Application - Skills Assessment - Initial Screening - Top-grading Interview - Client Matching - Job Offer - 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.

• Respond to product application support questions from clients regarding the company’s software • Analyze problems with software applications to identify problem areas and recommend corrective action • Recommends solutions to client application questions • Serve as a subject matter expert and point of escalation for complex client issues • Engage in advanced client interactions by diagnosing root causes and recommending strategic solutions • Lead high priority troubleshooting efforts, including software dependency management • Leverage internal tools, logs, and system analytics to investigate patterns and drive long-term solutions • Act as a voice of the customer by delivering insights and feedback to product enhancements • Maintain ownership of escalated cases from intake through resolution • Mentor and provide technical guidance to junior team members • Ensure consistent service quality during critical coverage windows • Take initiative in identifying process gaps and recommending improvements

• Ensure the best possible experience for customers, from onboarding through daily adoption, proactively providing guidance for optimal use of the platform; • Conduct onboarding, follow-up routines, and communications with our new customers; • Support the product team in the platform's continuous improvement by collecting customer feedback and identifying ways to increase engagement and delivered value; • Monitor KPIs and prevent churn across the customer portfolio; • Identify more efficient ways to unblock customers' implementation journeys, using technology, automation, and AI to accelerate adoption and reduce friction during implementation.