XTN-4196853 | CUSTOMER SERVICE REPRESENTATIVE – INTERMEDIATE
We are seeking a highly motivated, resourceful, and customer-focused Customer Service Representative (CSR) to support a US-based luxury furniture e-commerce brand. You will serve as the primary point of contact for a high-value customer base, delivering premium service across multiple channels (email, chat, calls, SMS).
This role requires strong independent judgment, polished communication, and the ability to resolve a wide spectrum of inquiries in a fast-paced, high-volume environment. Your goal is to ensure exceptional customer satisfaction while upholding luxury service standards.
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
Key Responsibilities
- Handle a wide spectrum of customer inquiries, including:
- Product information and guidance
- Delivery follow-ups and order status updates
- Returns, replacements, refusals, and post-purchase concerns
- Manage multi-channel support across:
- Email and chat (Freshdesk)
- Phone calls and SMS (Podium)
- Independently resolve all non-financial customer issues and service-related concerns.
- Escalate refund requests, discounts, and compensation approvals according to internal policies.
- Maintain high-quality documentation of all interactions in the CRM system.
- Consistently meet daily support volume targets:
- 10+ tickets/day
- 10–15 calls/day during peak periods
- Deliver luxury-level service by maintaining a professional tone, polished communication, and empathetic customer engagement.
- Collaborate with internal teams (Sales, Operations, Logistics, Product) to resolve complex issues.
- Manage administrative duties and tasks as assigned to meet shifting business priorities.
- Carrier Coordination: Managing daily tasks when carriers reach out regarding orders falling into storage, special customer delivery requests, and scheduling updates.
- Issue Resolution: Handling delivery service failures.
- Operational Reporting: Providing regular reports on shipment volume and overall service quality.
- At least 2-4 years of customer service and logistics experience background preferably from retail/e-commerce industry.
- Excellent English communication skills.
- Experience with any CRM tool and tech savy.
- Willing to work on rotating schedule including night shift (8:00pm-5:00am MNL) and weekends.
- Open to remote or work-from-home arrangements.
- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
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