Customer Service Advocate for Luxury Client | Philippines

Peak Support is a services provider delivering customer support, sales operations, and business process outsourcing solutions for innovative brands. The Customer Service Advocate will support customers of a luxury skincare brand through phone, email, and chat, handling product inquiries, orders, subscriptions, account management, troubleshooting, and general service requests while delivering a personalized, high-touch experience.

Responsibilities:

• Support customers through phone, email, and/or chat channels, with occasional outbound callbacks
• Assist customers with orders, subscriptions, account updates, product inquiries, and general service requests
• Troubleshoot customer concerns and provide timely, effective solutions
• Deliver a personalized customer experience that reflects the standards of a luxury skincare brand
• Utilize approved tools and resources to identify customer needs and recommend appropriate products
• Resolve customer issues while maintaining quality, compliance, and professionalism standards
• Document customer interactions accurately and completely within required systems
• Meet productivity, quality, customer satisfaction, and attendance expectations

Requirements:

• • Demonstrate exceptional verbal and written English communication skills
• • Deliver professional, personalized customer support with empathy and care
• • Effectively assist customers through phone, email, and/or chat channels
• • Identify customer needs and provide appropriate product recommendations and solutions
• • Troubleshoot customer concerns and resolve issues with professionalism and accuracy
• • Navigate multiple systems, applications, and tools with confidence
• • Accurately document customer interactions while adhering to established procedures
• • Demonstrate strong attention to detail and commitment to quality
• • Thrive in a fast-paced environment while effectively managing multiple priorities
• • Display accountability, adaptability, and a positive customer-first attitude
• • Minimum of 2 years of customer service experience in a contact center or customer support environment
• • Strong written and verbal English communication skills
• • Proficiency using computers and navigating multiple systems simultaneously
• • Demonstrated problem-solving and critical-thinking abilities
• • Ability to work a flexible schedule and maintain consistent attendance during business-critical periods
• • Hours of operation are Monday through Friday
• • Support is provided between 9:00 AM and 8:00 PM Eastern Time
• • Attendance is required during designated business-critical periods, including:
  • All Mondays
  • The five business days leading up to the 20th of each month
  • Other identified peak business periods requiring full staffing support
• • Experience supporting customers through phone, email, and/or chat channels
• • Experience supporting premium, luxury, skincare, beauty, or e-commerce brands
• • Prior experience in a work-from-home environment