Job Description

Our client is seeking a Customer Service Representative to provide temporary support for their Customer Experience team. This freelance position will cover a maternity leave starting in August.

Responsibilities

• Respond promptly to customer inquiries and requests through email, phone, chat, and social media channels.
• Develop in-depth knowledge of our product assortment to assist customers with product recommendations, order questions, and general inquiries.
• Process customer orders, returns, and exchanges accurately and efficiently.
• Resolve customer issues with a focus on achieving high satisfaction and exceeding service expectations.
• Ensure all customer interactions are professional and align with our brand standards.
• Maintain detailed records of customer communications and feedback using Gorgias or similar CRM platforms.
• Work collaboratively with team members to resolve complex customer concerns and contribute ideas for ongoing service improvement.
• Coordinate with the warehouse team to address order fulfillment, delivery, credit, and return issues while proactively sharing updates with the broader team.

Qualifications

• Previous experience in customer service, ideally within luxury retail or e-commerce settings.
• Exceptional written and verbal communication skills across multiple platforms.
• Strong multitasking abilities, attention to detail, and accuracy in handling orders and customer communications.
• Proficiency with CRM software (experience with Gorgias is a plus).
• Demonstrated problem-solving skills with a commitment to customer satisfaction, including handling escalated or complex cases.
• A collaborative approach to teamwork, including coordination with warehouse and product teams for seamless service delivery.

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