Peak Design - Customer Service Representative

Role Overview

The Customer Service Representative is responsible for Email/Chat Customer Service handling product related and feature of the product related to Peak Design. To process Warranty Claims by analyzing providing solutions and replacement of bags straps and capture. In addition agents to product Returns and Refund for undesired items. Assist customers in registering their products and services. Provide information pertaining to availability of products. To coordinate with Logistics partner regarding tracking of shipment and status inquiries.

Our ideal candidate must be willing to work in the night (US Based) shift schedule. Must have the passion and determination to help customers and treat them as peers. Lastly must have the wits and charm in answering to email questions and providing excellent support to customers.

Job Description:

Answer product inquiries and process warranty claims through email and chat via Gladly.

Identify and assess customers needs by working with customers to achieve satisfaction.

Provide accurate complete information and resolve by using the right methods/tools like Netsuite Shipwire and Shipstation.

Handle customer issues and provide appropriate solutions and alternatives efficiently on the first contact.

Proactive customer management including resolution of issues and followup responses.

Clear and accurate communication with Logistics partner regarding tracking of shipment and status inquiries

Requirements

Requirements

At least 23 years of exposure in the back office email and nonvoice accounts gained in the BPO industry.

Proficient in Gladly Shopify Netsuite and Shipwire platforms and has a background in Supply Chain Management.

Exceptional English communication both written and verbal.

Sound decisionmaking analytical and organizational skills.

With basic knowledge of MS Office Applications e.g. Excel Word and Google Docs.

Must be willing to work in a remote setup night shift (US time zone) schedule.

A plus if with a BS degree in Management Logistics or any related field.

A strong Internet (Fibr) connection at home is highly recommended.

Benefits

Benefits

WHAT WE OFFER:

Great Place to WorkCertified Company

Premium HMO

Holistic employee experience

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program

Requirements Requirements At least 2-3 years of exposure in the back office, email, and nonvoice accounts gained in the BPO industry. Proficient in Gladly, Shopify, Netsuite, and Shipwire platforms and has a background in Supply Chain Management. Exceptional English communication, both written and verbal. Sound decision-making, analytical, and organizational skills. With basic knowledge of MS Office Applications e.g. Excel, Word, and Google Docs. Must be willing to work in a remote setup, night shift (US time zone) schedule.