Engtal
Our client is a globally recognized luxury fashion house specializing in high-end women’s apparel. Their collections are celebrated for their timeless elegance and have been worn by celebrities and people like yourself worldwide.
They are looking for a customer service specialist to be the primary point of contact for their customers across multiple digital platforms. The ideal candidate combines problem-solving ability with professional, empathetic communication, thriving in a fast-paced environment where customer satisfaction is paramount. This team incorporates innovative technology as well so being tech-savvy is a must!
Key Responsibilities
- Serve as the main point of contact for customers via email, phone, live chat, and social media.
- Handle escalated concerns with empathy, urgency, and professionalism to ensure loyalty.
- Manage inquiries related to orders, payments, shipping, returns, and exchanges.
- Operate across Shopify, Gorgias, and Mirakl to resolve issues and process transactions.
- Oversee end-to-end order processes, including refunds, exchanges, and third-party communication.
- Collaborate with fulfillment and warehouse teams to resolve discrepancies or inventory issues.
- Document and track customer feedback, providing insights for continuous improvement.
- Troubleshoot technical issues and support compliance with marketplace requirements.
- Contribute to ecommerce projects and initiatives as the brand continues to grow.
Skills & Competencies
- Strong working knowledge of Shopify, Gorgias, and Mirakl (or similar platforms).
- Excellent written and verbal communication, with a calm, empathetic approach.
- Proven problem-solving and decision-making skills under pressure.
- Adaptability to thrive in a fast-moving, multitasking environment.
- Strong collaborator across ecommerce, fulfillment, and operations.
- Bilingual or multilingual abilities are a plus but not required!
Education & Experience
- High school diploma or equivalent required; associate or bachelor’s degree preferred.
- 2+ years of customer service experience in ecommerce or retail.
- Experience managing escalated customer cases.
- Passion or background in fashion, apparel, or retail is highly valued.