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.