High Impact Strategic Customer Service with HR Experience

ABOUT US

We’re Pearl West Group, an e-commerce company behind multiple successful health and wellness brands.

We’re passionate about creating natural wellness products that help people feel better, live healthier, and thrive. Our team values transparency, growth, and delivering excellent customer and employee experiences.

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### About the Role

We’re hiring a Customer Service + HR Assistant who can support both departments based on current workload. When customer service volume is high, you’ll focus on assisting customers. When it’s low, you’ll shift to support our HR team with onboarding, documentation, and internal communication.

This is a full-time, remote role for someone who is proactive, detail-oriented, and confident switching between tasks in two core business functions.

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### Key Responsibilities

- Respond to customer inquiries via email or chat in a professional and empathetic tone
- Resolve Amazon-related customer issues such as refunds, complaints, and shipping concerns
- Support HR tasks including interview scheduling, onboarding, and employee records management
- Prioritize tasks based on department needs, ensuring smooth transitions between roles
- Maintain accurate documentation, follow SOPs, and escalate issues when necessary
- Use tools such as Slack, Google Workspace, Notion, and others for internal collaboration

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### Key Performance Indicators

- Customer satisfaction (CSAT) consistently at 90% or higher
- All onboarding tasks completed within expected timeframes
- First response time to support tickets within 1–2 hours
- Zero errors in internal records or employee documentation
- Effective prioritization and communication when switching between tasks

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### What We’re Looking For

- Excellent written and spoken English
- At least 2 years of customer service experience
- Strong organizational skills and ability to manage multiple tasks
- Comfortable working with HR systems or willing to learn
- Reliable, tech-savvy, and self-motivated
- Can work 40 hours per week in a consistent schedule (preferably PST daytime hours)

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### Who Should Apply

**You should apply if:**
- You enjoy helping people and solving problems
- You’re highly adaptable and don’t get flustered by shifting priorities
- You take pride in clear communication, accurate records, and thoughtful service

**Do not apply if:**
- You prefer repetitive, single-focus roles
- You require micromanagement to stay on task
- You are only looking for short-term freelance work

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### Compensation & Benefits

- Full-time remote position (40 hours/week)
- Competitive salary based on experience
- Paid Philippine holidays
- Paid time off after probation period.
- Career growth opportunities in either Customer Support or HR
- Supportive, remote-first work culture

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### How to Apply

**Only applications submitted through this link will be considered:**
(Upgrade to see actual info)

**Do not send direct messages.** Any application submitted outside of the link above will not be reviewed.

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At the very end of the application form, you will be asked:
**“What is the phrase in the job post?”**

Your answer should be: **I am the one**

This lets us know you read the full job description and pay attention to detail.