XTN-A46E595 | CUSTOMER SERVICE REPRESENTATIVE – INTERMEDIATE

About Our Client

Grayson Living is transforming how sophisticated consumers engage with home décor. As a leading online destination for luxury home design, we curate over 50,000+ premium home décor styles and deliver an exceptional shopping experience built on precision, aesthetics, and operational excellence.

About the 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.

About Our Client

Grayson Living is transforming how sophisticated consumers engage with home décor. As a leading online destination for luxury home design, we curate over 50,000+ premium home décor styles and deliver an exceptional shopping experience built on precision, aesthetics, and operational excellence.

About the 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.

Key Responsibilities

· Handle a wide spectrum of customer inquiries, including:

o Product information and guidance

o Delivery follow-ups and order status updates

o Returns, replacements, refusals, and post-purchase concerns

· Manage multi-channel support across:

o Email and chat (Freshdesk)

o 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:

o 10+ tickets/day

o 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 tasks such as email queues and case follow-ups efficiently.

Experience:

· 2–4 years of customer service experience

· Background in e-commerce or CRM-based environments preferred

· Experience supporting high-value or luxury customers is a strong advantage

Tools & Systems:

· Experience using Freshdesk (email/chat), Podium (calls/SMS), and Shopify preferred

· Candidates with similar CRM and omnichannel support tool experience are welcome

Soft Skills & Competencies:

· Strong written and verbal communication skills

· Detail-oriented with strong follow-through

· Critical thinker with strong problem-solving ability

· Ability to multitask and manage competing priorities

· Highly efficient and comfortable working in a fast-paced environment

· Professional demeanor with a high level of empathy and emotional intelligence

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