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

About the Role: Pear Tree is looking for a passionate and customer-focused E-Commerce Customer Service Representative to join our growing team. You will work 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 and strong digital customer service experience.

What You'll Do

• 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.
• Maintain accurate customer interaction records within Gorgias and Shopify.
• Identify and escalate recurring customer concerns, complaints, or emerging trends to the relevant team members.

What You Bring

• 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 discuss ingredients, routines, and suitability.
• Hands-on experience with Shopify for order management and Gorgias (or similar platforms like Zendesk/Freshdesk).
• Strong written English communication skills with a warm, on-brand tone.
• Bonus: Experience supporting an Australian or international D2C beauty brand and familiarity with Australian consumer expectations.

Benefits

• Salary: PHP 50,000 – PHP 55,000 per month (depending on experience and skills).
• Collaborative working environment supporting a fast-growing international brand.
• Standard working hours: Mondays to Fridays; 9:00 AM to 6:00 PM AEST.
• Fully remote work flexibility within the Philippines (Manila).