Tier I E-commerce Customer Experience Representative, Seasonal

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🏢 Enterprise

B2B • Enterprise

Peak Support is an AI-driven, award-winning business process outsourcing (BPO) company that provides customer experience and operational support to companies worldwide. They build and run multilingual CX teams delivering customer service, technical support, trust & safety/content moderation, back-office and accounting services, sales & marketing support, and Tech & AI solutions (chatbots, RPA, sentiment analysis, dashboards). With strategic locations across the Philippines, United States, Colombia and Eastern Europe, strong security certifications (PCI, SOC 2) and a data-driven approach, Peak Support helps businesses scale, reduce cost, and improve customer satisfaction.

📋 Description

• Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management • Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing • Resolve standard Tier I issues independently using SOPs and knowledge base resources • Escalate complex issues (medical/safety concerns, delivery failures, missing/damaged items, billing discrepancies) to Tier II with clear documentation • Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines • Prioritize accuracy and consistency over speed, especially during peak move-in periods • Coordinate with internal Operations teams as needed

🎯 Requirements

• Strong emotional intelligence and resilience in high-volume, high-pressure environments • Ability to deliver firm, policy-based responses with professionalism and empathy • Excellent reading comprehension and attention to detail • Technologically literate: confident with Windows 11, Microsoft 365, and CRM/ticketing systems • Accurate data entry, documentation, and written communication skills • Typing proficiency and ability to multitask across multiple systems • Comfortable working in structured, SOP-driven environments • Reliable and able to adhere to schedules during peak demand periods

🏖️ Benefits

• Exceptional service to our clients • Positive, encouraging, and performance-driven culture