eg
jobs/pear tree.

E-Commerce Customer Service Representative (Beauty Products) - 185

company
Pear Tree.
location
Manila, National Capital Region, PH (remote)
work mode
hybrid
posted
17 Apr
  • **Position: E-Commerce Customer Service Representative (CSR)**
  • **Salary: PHP 50,000 - PHP 55,000 per month (depending on experience and skills)**
  • **Working Hours & Conditions: Mondays to Fridays;  9:00 AM to 6:00 PM AEST**
  • **Holidays: TBD**
  • **OVERVIEW:**
  • We are looking for a passionate and customer-focused E-Commerce Customer Service Representative to join our growing team. This role works closely with our Customer Service team based at our Head Office in Melbourne, supporting the day-to-day customer experience for our online beauty and skincare brand. The ideal candidate has a genuine love for beauty products, strong digital customer service experience, and the ability to deliver personalised, expert support that reflects our brand values.
  • **RESPONSIBILITIES:**
  • Respond to customer enquiries promptly and professionally via Gorgias across email, chat, and other integrated channels
  • Provide expert product advice and personalised recommendations based on customer needs, skin type, and product knowledge
  • Manage order-related concerns including tracking, delays, cancellations, returns, refunds, and replacements
  • Coordinate with the Melbourne-based Customer Service agent and wider team to ensure consistent and aligned customer experiences
  • Identify and escalate recurring customer concerns, complaints, or emerging trends to the relevant team members
  • Maintain accurate customer interaction records within Gorgias and Shopify
  • Support the team during promotional periods and campaign launches with timely and high-quality responses
  • Stay up to date with product launches, ingredients, and brand messaging to ensure accurate and on-brand communication
  • **Requirements**
  • **Essential:**
  • **At least 2 years of experience in a customer service role within the FMCG or beauty products industry**
  • **Genuine familiarity with skincare and/or beauty products, including the ability to confidently discuss ingredients, routines, and product suitability**
  • **Hands-on experience with Shopify for order management and customer lookups**
  • **Experience using Gorgias or a similar helpdesk platform (e.g., Zendesk, Freshdesk, Re:amaze)**
  • Strong written English communication skills with a warm, on-brand tone
  • Ability to work independently while collaborating effectively with a remote team across time zones
  • Customer-first mindset with a high level of empathy, professionalism, and attention to detail
  • Desirable:
  • Experience supporting an Australian or international D2C beauty or skincare brand
  • Familiarity with Australian consumer expectations and online shopping behaviour
  • Experience working with or alongside an offshore/onshore hybrid customer service team
  • Knowledge of beauty and skincare trends relevant to the Australian market