XTN-2949689 | CUSTOMER SERVICE REPRESENTATIVE – INTERMEDIATE

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.

• 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.

• 2–4 years of customer service experience
• Experience supporting high-value or luxury customers is a strong advantage

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

• Background in e-commerce or CRM-based environments preferred
• Tools & Systems:  Experience using Freshdesk (email/chat), Podium (calls/SMS), and Shopify preferred
• Candidates with similar CRM and omnichannel support tool experience are welcome