Engtal

Serve as the primary customer contact across multiple platforms, manage escalated issues, oversee order processes, and collaborate with fulfillment teams. | 2+ years customer service experience in ecommerce or retail, proficiency with Shopify, Gorgias, and Mirakl, strong communication and problem-solving skills, and a high school diploma or higher. | Our client is a globally recognized luxury fashion house specializing in high-end women’s apparel. Their collections are celebrated for their timeless elegance and have been worn by celebrities and people like yourself worldwide. They are looking for a customer service specialist to be the primary point of contact for their customers across multiple digital platforms. The ideal candidate combines problem-solving ability with professional, empathetic communication, thriving in a fast-paced environment where customer satisfaction is paramount. This team incorporates innovative technology as well so being tech-savvy is a must! Key Responsibilities • Serve as the main point of contact for customers via email, phone, live chat, and social media. • Handle escalated concerns with empathy, urgency, and professionalism to ensure loyalty. • Manage inquiries related to orders, payments, shipping, returns, and exchanges. • Operate across Shopify, Gorgias, and Mirakl to resolve issues and process transactions. • Oversee end-to-end order processes, including refunds, exchanges, and third-party communication. • Collaborate with fulfillment and warehouse teams to resolve discrepancies or inventory issues. • Document and track customer feedback, providing insights for continuous improvement. • Troubleshoot technical issues and support compliance with marketplace requirements. • Contribute to ecommerce projects and initiatives as the brand continues to grow. Skills & Competencies • Strong working knowledge of Shopify, Gorgias, and Mirakl (or similar platforms). • Excellent written and verbal communication, with a calm, empathetic approach. • Proven problem-solving and decision-making skills under pressure. • Adaptability to thrive in a fast-moving, multitasking environment. • Strong collaborator across ecommerce, fulfillment, and operations. • Bilingual or multilingual abilities are a plus but not required! Education & Experience • High school diploma or equivalent required; associate or bachelor’s degree preferred. • 2+ years of customer service experience in ecommerce or retail. • Experience managing escalated customer cases. • Passion or background in fashion, apparel, or retail is highly valued.