Deal with complex level 3 requests via outbound phone and inbound/outbound messaging channels from users.
Ensure the best possible user experience respecting the Luxury Fashion DNA of the brand.
Aim for customer satisfaction and loyalty.
Analyze & understand customer needs and expectations, and provide relevant and personalized answers until complete resolution.
Maintain solid customer relationships by handling questions and concerns with speed and professionalism.
Collaborate with internal stakeholders to comply with customers’ needs.
Communicate proactively with team & managers about issues faced by the community.

At least 3 years of successful experience in Customer Service
Passionate about the world of fashion, luxury, and circularity, you understand customer expectations.
Experience working in fashion is a plus.
Strong customer empathy, solution-oriented, and an understanding of the Buyer & Seller mindset
Perfect command of written and spoken English
French (both with a native speaking and writing).
Additional languages are a plus.
Excellent interpersonal skills, a sense of service and teamwork.
Flexibility, resourcefulness, reactivity and an ability to adapt your work to peaks in activity.
Rigor and organizational skills.

Customer Service Agent, EN/FR

About this role