The Customer Service Resolution Specialist deals with complex level 3 requests via outbound phone and inbound/outbound messaging and email channels from Vestiaire Collective users (questions, complaints, mediations, high-value orders, etc…). Their objective is to ensure the best possible user experience with Vestiaire Collective, respecting the Luxury Fashion DNA of the platform, with the aim of satisfaction and loyalty.
The schedule for this position is 9am - 6pm, Saturday - Wednesday. It is expected to be onsite in Brooklyn Monday - Wednesday (with Saturday & Sunday as remote days).
However, please note the initial training period of three weeks takes place from 9am - 6pm, Monday-Friday.
What you will do
- Answer and mediate level 3 complex/high added value complaints from customers and prospects of Vestiaire Collective.
- Analyze & understand customer needs and expectations, and provide relevant and personalized answers until complete resolution.
- Maintaining solid customer relationships by handling their questions and concerns with speed and professionalism.
- Be a Vestiaire Collective ambassador by demonstrating perfect written and oral expression, an appropriate tone, and an empathetic and patient attitude.
- Liaise and collaborate with internal stakeholders to comply with customers’ needs.
- Communicates proactively with team & managers about issues faced by our community to ensure continuous improvement.
- Main aim being increase of customer satisfaction
Who you are
At least 3 years of successful experience in Customer Service (Must)
Strong customer empathy, solution-oriented, and an understanding of the Buyer & Seller mindset
Perfect command of written and spoken English (Must). 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.
Passionate about the world of fashion, luxury, and circularity, you understand customer expectations. Experience working in fashion is a plus.