Customer Support Specialist (Voice & Email) | E-commerce [For Pooling]

Position Overview

The Customer Service Representative is responsible for delivering customer support throughout the customer journey. This role will manage customer inquiries, provide product support, assist with orders and returns, submit refund requests, and help troubleshoot gym equipment. The ideal candidate is professional, friendly, responsive, detail-oriented, and committed to resolving customer concerns efficiently.

Key Responsibilities

• Respond promptly and professionally to customer inquiries through phone, email, chat, and other support channels.
• Provide accurate information regarding fitness products, features, specifications, availability, and usage.
• Assist customers with product selection and provide appropriate product recommendations.
• Support customers with order status, shipping inquiries, cancellations, returns, exchanges, and refunds.
• Troubleshoot common issues involving gym equipment and provide clear, step-by-step guidance.
• Escalate complex technical, product, warranty, or service issues to the appropriate internal team.
• Process customer service requests accurately while following company policies and procedures.
• Document customer interactions, issues, resolutions, and follow-up requirements in company systems.
• Coordinate with sales, warehouse, shipping, technical support, and other departments to resolve customer issues.
• Follow up with customers when necessary to ensure concerns have been fully resolved.
• Identify recurring customer issues and communicate trends or improvement opportunities to management.
• Maintain a professional, customer-focused approach when handling complaints or difficult situations.
• Protect customer information and maintain confidentiality in accordance with company policies.
• Stay current on fitness products, equipment functionality, policies, warranties, and service procedures.

Required Qualifications

• 1–3 years of experience in customer service, customer support, retail, e-commerce, or a related field.
• Strong verbal and written communication skills.
• Demonstrated ability to provide professional and solutions-oriented customer support.
• Strong problem-solving and troubleshooting abilities.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple customer requests and priorities effectively.
• Comfortable learning and explaining fitness equipment and product functionality.
• Proficiency with computers, email, customer service platforms, and standard office software.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Strong judgment and professionalism when handling customer complaints, refunds, and escalated issues.

Preferred Qualifications

• Experience supporting fitness equipment, consumer products, e-commerce, or home gym products.
• Experience with CRM, ticketing, order management, or e-commerce platforms.
• Familiarity with shipping, returns, warranties, and product replacement processes.
• Basic mechanical or technical troubleshooting experience.
• Knowledge or personal interest in fitness and strength-training equipment.

Core Competencies

• Customer Focus
• Professional Communication
• Problem Solving
• Product Knowledge
• Technical Troubleshooting
• Attention to Detail
• Time Management
• Conflict Resolution
• Team Collaboration
• Accountability

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.