Customer Support Associate

About the role

We are looking for a customer-focused Customer Support Associate to join the team of a global premium fashion and lifestyle brand. The successful candidate will be responsible for providing professional, timely, and personalized support while delivering a high-quality customer experience across multiple channels.

Key responsibilities

• Handle customer inquiries through phone, email, chat, and other customer support channels.
• Provide accurate information regarding products, orders, payments, delivery, returns, exchanges, and other customer-related concerns.
• Resolve customer issues efficiently while maintaining a professional, empathetic, and customer-centric approach.
• Handle complaints and escalations appropriately and ensure concerns are followed through to resolution.
• Maintain strong product and service knowledge to provide accurate information and recommendations.
• Accurately document customer interactions, cases, and resolutions in the relevant systems.
• Meet established customer service, quality, productivity, and service-level standards.
• Identify recurring customer issues and provide feedback to improve processes and customer experience.
• Maintain confidentiality and protect customer information at all times.
• Represent the company professionally and consistently deliver a premium customer experience.

About you

• 1–3 years of experience in customer service, customer support, contact center, retail, e-commerce, or a related field.
• Excellent verbal and written communication skills in English.
• Strong interpersonal, communication, and problem-solving skills.
• Customer-focused with a strong commitment to delivering excellent service.
• Ability to remain calm, professional, and empathetic when handling challenging situations.
• Strong attention to detail and ability to manage multiple inquiries efficiently.
• Comfortable using CRM, ticketing systems, and other digital tools.
• Ability to work in a fast-paced and dynamic environment.
• Willingness to work full on-site and night shift schedules, including weekends and holidays, as required.
• Experience supporting premium, luxury, fashion, beauty, eyewear, or lifestyle brands (preferred).

About us

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.