Customer Service Specialist

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 ResponsibilitiesServe 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 & CompetenciesStrong 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 & ExperienceHigh 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.