XTN-8ABE336 | CUSTOMER SERVICE REPRESENTATIVE – INTERMEDIATE

Job description

About Our Client

Grayson Living is transforming how sophisticated consumers engage with home décor. As a leading online destination for luxury home design, we curate over 50,000+ premium home décor styles and deliver an exceptional shopping experience built on precision, aesthetics, and operational excellence.

About the Role

We are seeking a highly motivated, resourceful, and customer-focused Customer Service Representative (CSR) to support a US-based luxury furniture e-commerce brand. You will serve as the primary point of contact for a high-value customer base, delivering premium service across multiple channels (email, chat, calls, SMS).

This role requires strong independent judgment, polished communication, and the ability to resolve a wide spectrum of inquiries in a fast-paced, high-volume environment. Your goal is to ensure exceptional customer satisfaction while upholding luxury service standards.

- Health Insurance/HMO

- Enjoy unlimited MadMax Coffee

- Diverse learning & growth opportunities

- Accessible Cloud HR platform (Sprout)

- Above standard leaves

Key Responsibilities

- Handle a wide spectrum of customer inquiries, including:

- Product information and guidance

- Delivery follow-ups and order status updates

- Returns, replacements, refusals, and post-purchase concerns

- Manage multi-channel support across:

- Email and chat (Freshdesk)

- Phone calls and SMS (Podium)

- Independently resolve all non-financial customer issues and service-related concerns.

- Escalate refund requests, discounts, and compensation approvals according to internal policies.

- Maintain high-quality documentation of all interactions in the CRM system.

- Consistently meet daily support volume targets:

- 10+ tickets/day

- 10–15 calls/day during peak periods

- Deliver luxury-level service by maintaining a professional tone, polished communication, and empathetic customer engagement.

- Collaborate with internal teams (Sales, Operations, Logistics, Product) to resolve complex issues.

- Manage administrative duties and tasks as assigned to meet shifting business priorities.

- At least 2-4 years of customer service and logistics experience background preferably from retail/e-commerce industry.

- Excellent English communication skills.

- Experience with any CRM tool and tech savy.

- Willing to work on rotating schedule including night shift (8:00pm-5:00am MNL) and weekends.

- Open to remote or work-from-home arrangements.

- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.

Originally posted on Himalayas