Customer and Fraud Support

17 hours ago

Philippines Peak Support Full time $70,000 - $120,000 per year
:

We are looking for an empathetic, detail-oriented, and able to follow established processes while delivering excellent customer service as a Customer and Fraud Support.

In this role, you are to support issues related to blocked accounts, returns, exchanges, and potential fraudulent activity. This role assists with reviewing suspicious transactions, processing refunds, and ensuring timely resolution for customers.

Key Responsibilities:

  • Review e-commerce transactions and member accounts for suspicious activity.
  • Approve or cancel sales orders according to pre-established fraud guidelines.
  • Assist with financial chargeback disputes, including preparing documentation, responding to claims, and supporting timely resolution.
  • Carry out administrative tasks, including follow-up emails, data entry, and maintaining records.
  • Communicate with customers via email providing clear, empathetic, and professional support.
  • Respond to emails in a timely and accurate manner to ensure a positive customer experience.
  • Maintain a flexible and positive attitude, adjusting daily tasks as needed to support the business.
  • Perform other duties as assigned by management
  • Review and process customer exchanges from the Warehouse return log.
  • Process refunds for returned merchandise on blocked accounts.
  • Assist with customer inquiries related to blocked or potentially fraudulent accounts.
  • Support customers impacted by fraudulent activity

Requirements:

Experience Requirements

  • 1–2 years of customer service experience, preferably in e-commerce or related fields.
  • Experience reviewing orders or supporting fraud-related cases is a plus.
  • Basic data analysis and spreadsheet/Excel skills.
  • Excellent written and verbal communication skills.
  • High school diploma or equivalent required.

Knowledge & Skills

  • Ability to review the Fraud/Suspicious Queue and make informed judgments based on customer behavior and account activity.
  • Strong attention to detail and accuracy when following established processes.
  • Ability to handle sensitive customer issues with professionalism and empathy.
  • Strong organizational and time-management skills.
  • Basic data analysis and spreadsheet/Excel skills.
  • Comfortable working weekends, holidays, and overtime if needed.
  • Interest in health, nutrition, and wellness is a plus.

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.

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