Customer Service Rep (1) - 15465

Role: Customer Service Representative
Priority Location: SA / LATAM
Working Hours: 8h00AM - 5h00PM EST 5 Days a week
Start Date: Immediately
Salary Range: $2,000 - $2,500
Type of contract: Full-Time
Type of job: Remote

About the Company: 

Our client is a bespoke men's fashion brand specializing in custom-tailored clothing, including suits, shirts, and tuxedos. They pride themselves on exceptional craftsmanship, personalized service, and a commitment to creating the perfect fit for every client. They are seeking a dedicated and experienced Senior Customer Service Representative to uphold our high standards of client engagement and support.

Job Summary: 

We're looking for a highly professional and articulate Senior Customer Service Representative to manage complex client inquiries and elevate our service standards. You will serve as a primary point of contact for clients, resolving issues, handling custom orders, and ensuring a seamless, luxury experience consistent with the brand. This role requires exceptional communication skills and a deep commitment to client satisfaction.

Non-negotiable Requirements:

• Neutral U.S. Accent: Must possess a clear, neutral U.S. accent with excellent articulation.
• Proper English: Flawless command of written and verbal Standard American English, including grammar, syntax, and vocabulary.

Key Responsibilities:

• Client Management & Resolution: Handle escalated client inquiries, complaints, and complex order issues (e.g., fit adjustments, fabric discrepancies, scheduling conflicts) with professionalism and empathy.
• Order Support: Assist clients with the custom ordering process, clarifying tailoring terminology, tracking order status, and coordinating logistics between the client, tailors, and production teams.
• Communication: Conduct high-quality client interactions via phone, email, and live chat, ensuring prompt and accurate responses that reflect the brand's luxury image.
• Process Improvement: Identify recurring service issues and propose solutions to management to improve overall client experience and operational efficiency.
• Documentation: Accurately document all client interactions, issue resolutions, and order details in the CRM system.
• Product Knowledge: Maintain in-depth knowledge of all products, services, fabrics, pricing, and tailoring processes.

Key Requirements:

• Experience: Minimum of 15-20 years of experience in a high-touch customer service role, preferably within a luxury retail, bespoke tailoring, or high-end e-commerce environment.
• Communication: Exceptional listening, written, and verbal communication skills, meeting the non-negotiable standards listed above.
• Problem-Solving: Proven ability to troubleshoot and resolve complex client problems independently and effectively.
• Technical Proficiency: Proficient in using CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Interpersonal Skills: Strong emotional intelligence, patience, and the ability to maintain composure under pressure.
• Discretion: Ability to handle confidential client information and sensitive issues with the utmost discretion.