Peak Support

Tier I E-commerce Customer Experience Representative – Seasonal

Peak Support

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • 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 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
  • Convenience of working from home
  • Exceptional work environment
  • Opportunities for growth
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data entrydocumentationticket managementissue resolutionmultitaskingreading comprehensionattention to detailSOP adherence
Soft Skills
emotional intelligenceresilienceprofessionalismempathycommunication skillsaccuracyconsistencyreliability