E-commerce Customer Experience Representative, Tier I

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Peak Support

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🛍️ eCommerce

B2B • SaaS • eCommerce

Peak Support is a boutique Business Process Outsourcing (BPO) company, providing scalable solutions for customer service, technical support, sales, marketing, and back-office operations. With a presence in the Philippines, United States, Colombia, and Eastern Europe, they support fast-growing and innovative brands across multiple industries such as eCommerce, financial services, gaming, healthcare, and technology. Peak Support is dedicated to delivering exceptional quality and personalized attention by maintaining a highly skilled workforce and fostering a strong company culture. Their mission is to empower teams to innovate and exceed client expectations while ensuring data security and operational efficiency.

📋 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 • tremendous opportunities for growth • remote work benefits