KMC Solutions Inc
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.
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
Key Responsibilities
- Handle a wide spectrum of customer inquiries, including:
- Product information and guidance
- Delivery follow-ups and order status updates
- Returns, replacements, refusals, and post-purchase concerns
- Manage multi-channel support across:
- Email and chat (Freshdesk)
- 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:
- 10+ tickets/day
- 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.
- Carrier Coordination: Managing daily tasks when carriers reach out regarding orders falling into storage, special customer delivery requests, and scheduling updates.
-
Issue Resolution: Handling delivery service failures.
-
Operational Reporting: Providing regular reports on shipment volume and overall service quality.
- At least 2-4 years of customer service and logistics experience background preferably from retail/e-commerce industry.
- Excellent English communication skills.
- Experience with any CRM tool and tech savy.
- Willing to work on rotating schedule including night shift (8:00pm-5:00am MNL) and weekends.
- Open to remote or work-from-home arrangements.
- Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
Originally posted on Himalayas
To apply for this job please visit himalayas.app.
Working in United States
The United States of America (USA), also known as the United States (U.S.) or America, is a country primarily located in North America. It is a federal republic consisting of 50 states and a federal capital district, Washington, D.C. The 48 contiguous states border Canada to the north and Mexico to the south, with the semi-exclave of Alaska in the northwest and the archipelago of Hawaii in the Pacific Ocean. The United States also asserts sovereignty over five major island territories and various uninhabited islands in Oceania and the Caribbean. It is a megadiverse country, with the world's th
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