Tier I E-commerce Customer Experience Representative (Seasonal) | Visayas/Mindanao

Job Description

Job Description

Description:

Peak Support is seeking Tier I E-commerce Customer Experience Representative to support client hiring needs during seasonal peaks in the academic year. As the first point of contact for customers, team members will thrive in a fast-paced, logistics-driven environment where accuracy, clear communication, and attention to detail are critical.

This is a high-volume role that requires strong empathy, adherence to processes, and a high level of operational awareness.

Key Responsibilities

• 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.

Skills & Attributes

• 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.

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

NOTE :

Employees will be assigned to a designated Ubiquity site based on their address. This assignment does NOT require employees to work onsite and does not indicate a return-to-office (RTO) setup. It is strictly for administrative purposes only, including:

• Headcount reporting and tracking
• Distribution of company swags
• Business continuity planning