Customer Service Representative

2 weeks ago

Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time $40,000 - $60,000 per year
We're Peak Design, and we design, build, and sell photography and lifestyle products all over the world. You might also recognize us from other websites like Kickstarter, where we've launched all our products across 7 campaigns, earning the title as the most crowdfunded company in existence.

We have a passion for our team's happiness, and environmental responsibility, and doing what we can to have a positive impact on the world.  Our team is strong and growing and we're proud of our mission, our products, and most of all, our people. Also, we like to have a good time at work, and we're looking for someone with the same mentality.

Overall Role Purpose

The Customer Service Representative (Contractual) will provide email support for Peak Design products, handling customer inquiries about product features, availability, shipping, and warranty concerns. This includes processing warranty claims by analyzing issues, providing solutions, and arranging replacements for items such as bags, straps, mobile and capture devices; managing product returns and refunds for undesired items; assisting with product registration; and coordinating with logistics partners regarding shipment tracking and delivery status. The ideal candidate will work on a fixed night shift schedule, including weekends, demonstrate passion and determination in helping customers, treat them with respect, and deliver excellent support with professionalism, empathy, and charm.

Job Description
  • Answer products inquiries and process warranty claims through email, chat via Gladly.
  • Identify and assess customers needs by working with customers to achieve satisfaction.
  • Provide accurate, complete information and resolved by using the right methods/tools like Shopify, Netsuite, Shipwire, Shipstation and other related logistics tool.
  • Handle customer issues, provide appropriate solutions and alternatives efficiently on the first contact.
  • Proactive customer management, including resolution of issues and follow up responses.
  • Clear and accurate communication with Logistics partner regarding tracking of shipment and status inquiries.
Requirements
  • At least 2+ years of eCommerce customer service experience, with exposure to back-office, email, or non-voice accounts in the BPO industry.
  • Proficient in Shopify (required), with working knowledge of Netsuite, Shipwire, Ship station, and experience handling Amazon-related operations (preferred).
  • Familiarity with Gladly or other email/chat-based CRMs.
  • Skilled in handling customer inquiries, warranty claims, returns/refunds, order reviews, and fraud investigations.
  • Solid working knowledge of MS Office applications (Excel, Word), Google Workspace tools (Docs, Sheets), and the ability to create, edit, and manage PDF files.
  • Must be willing to work in a remote setup on a fixed night shift (US time zone) schedule, especially weekends
  • Strong discipline, integrity, and professionalism in handling tasks and responsibilities.
  • Independent and self-driven, able to work effectively with minimal supervision.
  • Highly adaptable and trainable, with the focus to complete a 1.5-week training program and quickly learn new systems and processes.
  • Equipped with a quiet work-from-home setup and a stable high-speed (fiber) internet connection for uninterrupted operations.
  • A plus if holding a BS degree in Management, Logistics, or any other related field.
  • Amenable to work graveyard shift Manila time to cover US Business hours.
Benefits Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program

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