Customer Service Representative

Responsibilities

• Deliver a high-touch customer experience by assisting clients with online orders, product inquiries, returns, shipping updates, and service requests via phone, email, and chat.
• Communicate professionally and empathetically while building strong customer relationships and resolving escalated concerns in a timely manner.
• Partner with internal teams, retail boutiques, and cross-functional departments to resolve order, service, and operational issues.
• Utilize CRM systems and internal tools to accurately document customer interactions, order activity, and case resolutions.
• Educate customers on products, services, and policies to enhance the overall client experience and support brand engagement.
• Review online transactions for potential fraud risks, support order validation processes, and manage chargeback disputes.
• Maintain flexibility during peak retail periods, including weekends, holidays, and high-volume business cycles.

Qualifications

• 2+ years of customer service, call center, or e-commerce support experience required; luxury retail or fashion industry experience preferred.
• Experience working in a high-volume environment supporting customers via phone, email, and chat.
• Strong understanding of e-commerce operations, customer experience best practices, and CRM platforms such as Salesforce, Cegid, or similar systems.
• Familiarity with payment gateways, fraud prevention tools, and chargeback management is a plus.
• Excellent verbal and written communication skills with a polished, professional phone presence.
• Highly organized, detail-oriented, and comfortable multitasking in a fast-paced, KPI-driven environment.
• Proficient in Microsoft Office Suite, including Excel and Outlook.
• Team-oriented, adaptable, and passionate about fashion, retail, and evolving e-commerce trends.

Additional Requirements

• Availability to work key retail dates, including Black Friday, Christmas Eve, and the day after Christmas.
• Flexibility to work weekends and overtime during peak business periods as needed.

Pay

$50,000 - $57,000 Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.