Xtn-4196853 Customer Service Representative – Intermediate

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. * Carrier Coordination: Managing daily tasks when carriers reach out regarding orders falling into storage, special customer delivery requests, and scheduling updates. * Issue Resolution: Handling delivery service failures. * Operational Reporting: Providing regular reports on shipment volume and overall service quality. * 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](https://himalayas.app)