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Customer Service Representative
Location
Philippines
Posted
4 days ago
Salary
$600 - $800 / month
Seniority
Mid Level
Job Description
Customer Service Representative
Pearl West
• 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.
Job 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
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