Customer Service Representative

🕒 il y a 22 jours

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2Modern

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11 - 50 employés

2Modern est un détaillant de premier plan de mobilier moderne, d'éclairage et de décoration d'intérieur, fondé par Greg Finney en 2003. Croissant de manière indépendante, 2Modern continue d'être guidé par une passion pour le design authentique.

Description

• You will be the primary point of contact for 2Modern customers across the full post-purchase experience: order status, delivery coordination, returns, damages, vendor follow-up, and everything in between. • Our customer base includes both individual consumers and trade professionals (designers, architects, stagers) who are making considered, often significant purchases and hold us to a high standard. • You will work within Zendesk, coordinate with our logistics and operations teams, and exercise sound judgment to resolve issues in ways that protect the customer relationship and reflect the elevated standard our brand represents. • Customer communication across email, phone, and chat throughout the post-purchase journey, delivered in a tone that is warm, precise, and unflustered. • Order research, shipment tracking, and delivery follow-up with carriers and vendors, with the kind of proactive communication that anticipates customer questions before they are asked. • Damage claims, return authorizations, and order cancellations handled accurately, efficiently, and with discretion when situations call for flexibility within policy. • Clear documentation and ticket management in Zendesk so every customer feels personally remembered rather than processed.

🎯 Exigences

• Experience in luxury retail, hospitality, or concierge environments where service standards are elevated and customers expect a personal, considered approach. This is a primary criterion, not a nice-to-have. • Demonstrated experience in ecommerce customer service, ideally in a drop-ship or multi-vendor environment. • Comfort navigating Zendesk, Shopify, or comparable platforms. • A naturally elevated communication style. You write the way a luxury hotel concierge would speak. Warm, precise, and composed. • Sound judgment in situations that require flexibility within policy. Our customers occasionally need creative resolution, and we trust this role to balance customer satisfaction with brand and business protection. • The ability to manage multiple open issues simultaneously without losing track of any of them. • A problem-solving orientation. You look for the resolution, not just the response. • Genuine interest in design, home furnishings, or the trade and design industry.