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.

Originally posted on Himalayas

XTN-4196853 | CUSTOMER SERVICE REPRESENTATIVE – INTERMEDIATE

Job Description

Key Responsibilities