E-commerce Customer Experience Representative, Tier I

Peak Support

Tier I E-commerce Customer Experience Representative for seasonal support during peaks at Peak Support. Managing customer inquiries through various channels while ensuring accuracy and empathy in a high-pressure environment.

Posted 6/16/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management
Handle inquiries related to logistics, delivery coordination, order status, account updates, returns, and billing
Resolve standard Tier I issues using SOPs and knowledge resources
Escalate complex Tier I issues to Tier II with clear documentation
Maintain detailed and accurate ticket notes
Prioritize accuracy and consistency during peak periods
Coordinate with internal Operations teams as needed

Requirements

What you’ll need

Strong emotional intelligence
High resilience in high-volume, high-pressure environments
Excellent reading comprehension and attention to detail
Technologically literate with Windows 11, Microsoft 365, and CRM/ticketing systems
Accurate data entry and documentation skills
Typing proficiency and multitasking ability
Comfortable in structured, SOP-driven environments
Reliable and adherent to schedules during peak periods

Benefits

Comp & perks

Work-from-Home PLUS model
Positive, encouraging culture
Growth opportunities
Remote work

ATS Keywords

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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 comprehensionaccuracyattention to detailSOP adherencecustomer support

Soft Skills

emotional intelligenceresiliencecommunicationorganizationreliabilityadaptabilityproblem-solvingteam coordinationstress managementcustomer empathy