Customer Experience Specialist – Mechanical Support Focus | NCR/Manila | Philippines

Description:

About the Role

We are looking for a detail-oriented and customer-focused Customer Experience Specialist with a strong mechanical aptitude to join our growing team. In this role, you will support customers by delivering exceptional service while helping troubleshoot, guide, and educate them on products that require hands-on understanding.

This is an ideal opportunity for someone who enjoys problem-solving, has a passion for mechanical systems, and is energized by helping customers succeed.

What You’ll Do

• Deliver high-quality customer support via email, chat, and/or phone channels
• Provide clear, step-by-step guidance to customers using mechanical or DIY products
• Troubleshoot product issues and identify solutions efficiently and accurately
• Assist customers with assembly, repair, and maintenance inquiries
• Document customer interactions and escalate complex cases when needed
• Collaborate with internal teams to improve processes and customer experience
• Maintain a positive, empathetic, and professional attitude in all interactions

Requirements:

What We’re Looking For

We’re especially excited to meet candidates who bring one or more of the following:

• Hands-on mechanical experience, such as working with:
• Bicycles, motor scooters, or similar equipment
• DIY repairs, maintenance, or assembly projects
• OR Customer experience supporting mechanical or technical products, such as:
• Construction tools or equipment
• Robotics or hardware products
• Flat-pack or build-it-yourself furniture (e.g., IKEA-style products)

In addition, you should have:

• Excellent written and verbal communication skills
• Strong problem-solving abilities and attention to detail
• Comfort explaining technical concepts in simple, easy-to-understand terms
• Ability to multitask and manage time effectively in a fast-paced environment
• A customer-first mindset with a passion for helping others

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.

NOTE:

Employees will be assigned to a designated Ubiquity site based on their address. This assignment does NOT require employees to work onsite and does not indicate a return-to-office (RTO) setup. It is strictly for administrative purposes only, including:

• Headcount reporting and tracking
• Distribution of company swags