XTN-A46E595 | CUSTOMER SERVICE REPRESENTATIVE – INTERMEDIATE

About Our Client

Grayson Living is transforming how sophisticated consumers engage with home décor. As a leading online destination for luxury home design, we curate over 50,000+ premium home décor styles and deliver an exceptional shopping experience built on precision, aesthetics, and operational excellence.

About the Role

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.

About Our Client

Grayson Living is transforming how sophisticated consumers engage with home décor. As a leading online destination for luxury home design, we curate over 50,000+ premium home décor styles and deliver an exceptional shopping experience built on precision, aesthetics, and operational excellence.

About the Role

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.

Key Responsibilities

Handle a wide spectrum of customer inquiries, including:

o Product information and guidance

o Delivery follow-ups and order status updates

o Returns, replacements, refusals, and post-purchase concerns

· Manage multi-channel support across:

o Email and chat (Freshdesk)

o 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:

o 10+ tickets/day

o 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.

Experience:

2–4 years of customer service experience

Background in e-commerce or CRM-based environments preferred

Experience supporting high-value or luxury customers is a strong advantage

Tools & Systems:

Experience using Freshdesk (email/chat), Podium (calls/SMS), and Shopify preferred

Candidates with similar CRM and omnichannel support tool experience are welcome

Soft Skills & Competencies:

Strong written and verbal communication skills

Detail-oriented with strong follow-through

Critical thinker with strong problem-solving ability

Ability to multitask and manage competing priorities

Highly efficient and comfortable working in a fast-paced environment

Professional demeanor with a high level of empathy and emotional intelligence

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Originally posted on Himalayas