Customer Service Representative

Customer Service RepMillbrae, CA 94030We are seeking a detail-oriented, empathetic, and tech-savvy Customer Service Rep to support luxury clients. In this role, you'll be the first point of contact for resolving customer inquiries, processing orders, troubleshooting customer service questions, and ensuring an exceptional shopping experience. You will work through email, chat, phone, and eCommerce platforms to deliver fast, helpful, and personalized service.RESPONSIBILITIES:Respond promptly and professionally to customer inquiries via email, live chat, phone, and social mediaAssist customers with order placement, product questions, tracking, returns, and exchangesResolve customer complaints and issues effectively and escalate when necessaryMonitor and update order status, shipping details, and inventory in the eCommerce systemDocument interactions and maintain accurate records in CRM systemsCollaborate with warehouse, logistics, and internal teams to resolve fulfillment or inventory issuesProactively identify patterns in customer feedback and recommend improvementsMaintain a thorough knowledge of products, promotions, policies, and proceduresSupport online reviews, feedback management, and loyalty inquiriesMeet performance metrics such as response time, resolution time, and customer satisfactionQUALIFICATIONS:At least 5+ years of customer service experience (eCommerce hospitality, or retail a plus)Excellent written and verbal communication skills with a focus on customer serviceMeticulous attention to detail and superior organizational skillsProficiency in current sales software (ACT, Salesforce, SAP), MS Office (Word and Excel with formulas and pivot tables is required), and Ai platforms (OpenAI) a plusFamiliarity with eCommerce platforms (e.g., Shopify) and Helpdesk software (e.g Gorgias), a plusKnowledge of QuickBooks desktop is a plus.Typing speed of at least 50 words per minuteResponsible and organizedCOMPENSATION AND BENEFITS INCLUDE:Salary: base + commission, plus healthcare (PPO), dental, 401k, free Friday lunchWe are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.req26-00122