Handle inbound inquiries from luxury brand customers via email, chat, or phone with professionalism and warmth
Resolve order issues, returns, exchanges, and complaints in a way that protects the customer relationship and reflects brand standards
Anticipate customer needs and go beyond transactional responses to deliver a genuinely premium experience
Manage escalations with composure and escalate internally when situations require senior involvement
Track and manage customer orders, shipping updates, and delivery inquiries accurately
Coordinate with internal teams and third-party partners to resolve fulfillment or product issues
Maintain accurate customer records and interaction histories
Follow up proactively on open cases without waiting to be asked
Uphold brand voice, tone, and communication standards in every customer interaction
Adapt communication style to match the expectations of high-net-worth or brand-loyal clientele
Represent the brand with discretion, attention to detail, and genuine care for the customer experience

Experience in customer service for a luxury brand, fashion label, or premium retail environment
Polished written and verbal communication skills in English with a strong command of tone and professionalism
Ability to handle sensitive customer situations with composure and discretion
High attention to detail and a genuine sense of ownership over every customer interaction
Organized, proactive, and comfortable managing multiple open cases without dropping details
Comfortable working fully remotely with a high degree of self-direction

Customer Service Representative – Luxury & Fashion

Key skills