E-commerce Customer Service Representative - Luxury Brand

Carl Friedrik is a product design company challenging traditional luxury. We design and sell premium accessories and travel goods.

We empower modern professionals in their day-to-day lives with our unique blend of intelligent design, fine craftsmanship and long-lasting quality.

We are looking for a motivated and talented individual to join our team as Customer Service Representative. Someone who is passionate about customer experience and driving improvements is a must. This will be a fast-paced and intensive role as you will work closely with the E-Commerce Customer Service Manager, helping to solve customer queries and improve customer support KPIs.

Responsibilities:

• To be the face of Carl Friedrik for the customer, staying up to date with all new projects and developing a strong understanding of our brand and products

• Provide knowledgable and confident answers to customers on all platforms (online chat, email, social media, and phone)

• Display initiative and an ability for problem solving

• Action customer requests across a variety of e-commerce tech platforms and software

• Liaise with our warehouse to help track shipments for customers and adjust orders accordingly

• Liaise with our Global Payment System to help monitor customers payments/refunds, and returns

• Building strong rapports with customers, going above and beyond to help solve their queries