Customer Service Representative

PD Customer Service Representative – Fixed-Term Contract

Overall Role Purpose

The Customer Service Representative will provide email and chat support to Peak Design customers, assisting with product inquiries, orders, shipping and delivery, warranty claims, returns, refunds, product registration, and other post-purchase concerns.

The role will be responsible for reviewing customer concerns, identifying appropriate resolutions, processing eligible warranty claims and replacements, and assisting with order and fulfillment-related issues. The representative will also coordinate with logistics and fulfillment partners to resolve shipment tracking, delivery delays, and other shipping concerns.

The ideal candidate is customer-focused, resourceful, and comfortable working independently in a fast-paced eCommerce environment. They should demonstrate empathy, sound judgment, professionalism, and strong written communication skills while providing clear, practical, and customer-focused solutions.

This position follows a fixed Philippine morning shift, including weekend coverage. Exact working hours will be determined based on business and operational requirements. Once assigned, the schedule will remain fixed until further notice.

Key Responsibilities

• Provide customer support through email and chat using Gladly, assisting with product inquiries, orders, shipping, warranties, returns, refunds, and other post-purchase concerns.
  
• Develop a strong working knowledge of Peak Design products, features, compatibility, availability, policies, and warranty processes to provide accurate and helpful customer guidance.
  
• Review and process warranty claims, assess reported product issues, determine appropriate resolutions, and arrange eligible replacements when required.
  
• Assist customers with returns, refunds, replacements, product registration, order updates, and other eCommerce-related requests.
  
• Use Shopify to review customer information, order history, payment details, fulfillment status, refunds, and other order-related information.
  
• Use NetSuite, Shipwire, ShipStation, and similar logistics and fulfillment platforms to review shipments, investigate delays, and resolve tracking and delivery concerns.
  
• Coordinate with logistics partners, fulfillment teams, and internal departments when additional information or action is required.
  
• Take ownership of customer concerns from initial contact through resolution, including timely follow-ups, status updates, and accurate case documentation.
  
• Follow established customer service procedures, warranty guidelines, return and refund policies, escalation processes, and quality standards.
  
• Maintain a professional, personable, and empathetic communication style when handling customer concerns.
  
• Demonstrate sound judgment when determining appropriate resolutions and escalating issues that require additional support.
  
• Stay updated on product information, processes, policies, and system changes to ensure accurate customer support.
  
• Support other customer service and operational tasks as assigned.

Requirements

Qualifications and Requirements

• 3–4 years of eCommerce customer service experience is required, preferably supporting customers through email, chat, back-office, or other non-voice channels.
  
• Hands-on Shopify experience is required, particularly in reviewing orders, customer information, fulfillment status, refunds, and other order-related details.
  
• Experience handling shipping, order tracking, delivery delays, and fulfillment-related concerns is required.
  
• Experience using customer service platforms such as Gladly or similar ticketing/helpdesk systems is preferred.
  
• Experience with NetSuite, Shipwire, ShipStation, or similar logistics and fulfillment platforms is an advantage.
  
• Strong written and verbal communication skills, with the ability to explain information clearly and professionally.
  
• Strong problem-solving and critical-thinking skills, with the ability to assess customer concerns and determine appropriate solutions.
  
• Highly organized and detail-oriented, particularly when handling orders, customer information, warranty claims, and case documentation.
  
• Comfortable working independently and managing multiple customer concerns in a fast-paced environment.
  
• Strong customer service mindset with a high level of empathy, patience, and professionalism.
  
• Tech-savvy and comfortable learning new products, systems, and technical concepts.
  
• Knowledge of cameras, photography equipment, mobile accessories, or related technology is a plus.
  
• Willingness to work a fixed Philippine morning shift, including weekends.
  
• Willingness to work primarily remotely and report onsite occasionally when required by business or operational needs.