Pear Tree.

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

Pear Tree.  •  Manila, PH (Remote)  •  4 days ago
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Job Description

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

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
Pear Tree.

About Pear Tree.

🚀 Expand Your Team Without Compromise (www.pear-tree.com)

You want to grow your team with the right people, but you’re hitting challenges like; Increasing hiring costs, A shallow local talent pool, Concerns about consistency and quality.

The dilemma: do you overspend to secure top local talent, or settle for less-than-ideal candidates who hold back your growth?

Why Going It Alone is Tough

- Traditional recruitment is expensive and draws from the same limited pool.

- Freelance platforms can’t guarantee long-term quality or reliability.

- Hiring overseas comes with complex legal and compliance hurdles.

🌎 We Make Global Hiring Simple

Pear Tree takes the complexity out of international recruitment. We match you with skilled, reliable, and cost-effective professionals from the Philippines, India, Nepal, South Africa and Latin America who fit your business perfectly.

- Substantial savings on recruitment and salary costs

- Access to a wide, highly skilled talent market

- A streamlined hiring process that saves you time

- Confidence backed by our 6-month “Perfect Hire” Guarantee

🔑 Our Process

1. Source and rigorously vet candidates on your behalf

2. Arrange and support the interview process

3. Hold your hand through the legal and logistical requirements that come with overseas hiring

4. Provide ongoing support to ensure seamless onboarding and retention

✅ A Smarter Way to Scale

Forget the false choice between paying top dollar locally or settling for poor hires. We give you a better option: affordable, skilled, and dependable international talent.

Join leading entrepreneurs and business owners already benefiting from this approach.

Book a call today and let us help you define your role, write your job description, and secure your next star team member — guaranteed.

Industry
HR & Recruiting
Company Size
1-10 employees
Headquarters
Sydney, AU
Year Founded
Unknown
Website
pear-tree.com
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