XTN-4196853 | CUSTOMER SERVICE REPRESENTATIVE – INTERMEDIATE

About this role

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