Customer Service Agent for a Luxury Home Fragrance

About the role

We are a luxury home fragrance brand seeking a Candle Concierge. In this role, you will act as the virtual front desk of an upscale boutique - handling the frontline incoming queue (the ""Buffer"" layer) to ensure every customer receives swift, elegant, five-star assistance.

Responsibilities

• Customer Care: Manage incoming customer inquiries via Email and Live Chat with a warm, sophisticated, and professional tone.
• Scent Consultation: Guide customers through our premium collections and help them select products based on their scent preferences.
• Order Logistics: Track shipments, process refunds/exchanges, cancel orders, and resolve issues like transit damages (fragile glass vessels).
• Wholesale Buffer: Sort and assist with boutique stockist inquiries coming through our B2B channels.

Requirements

• 1-2 years of experience in E-commerce Customer Support, ideally for premium or luxury lifestyle D2C brands.
• Highly efficient at navigating Shopify, Gorgias, and Faire simultaneously.
• Flawless written English with a polished, polite tone.
• Attentive to special instructions like gift notes and custom shipping requests.

Skills

• Hands-on proficiency with Gorgias (ticketing/chat) and Shopify (order management, refunds, and cancellations).
• Familiarity with Faire (wholesale queries) and Kase (tracking workflows).

Benefits

• Remote-first company with a team spread across the globe, embracing flexibility and diversity in everything we do.
• Work with various clients, bringing personalized support to enhance their customer experiences.