Customer Service Agent Advanced

Vestiaire Collective is the leading global online marketplace for desirable pre-loved fashion. Our mission is to transform the fashion industry for a more sustainable future by empowering our community to promote the circular fashion movement. Vestiaire was founded in 2009 and is headquartered in Paris with offices in London, Berlin, New York, Singapore, Ho Chi Minh and Hong Kong and warehouses in Tourcoing (France), Crawley (UK), Hong Kong and New York.

We currently have a diverse global team of 700 employees representing more than 50 nationalities. Our values are Activism, Transparency, Dedication and Greatness and Collective. We are proud to be a BCorp.

About the role 🖥️

The Customer Service Resolution Specialist deals with complex level 3 requests via outbound phone and inbound/outbound messaging channels from Vestiaire Collective users (questions, complaints, mediations). Their objective is to ensure the best possible user experience with Vestiaire Collective, respecting the Luxury Fashion DNA of the brand, with the aim of satisfaction and loyalty.

The schedule for this position is 9am - 6pm, Saturday - Wednesday.

It is expected to be onsite in Brooklyn:

Monday - Wednesday (with Saturday & Sunday as remote days).

However, please note the initial training period of three weeks takes place from 9am - 6pm, Monday-Friday.

• Answer and mediate level 3 complex/high added value complaints from customers and prospects of Vestiaire Collective.
• Analyze & understand customer needs and expectations, and provide relevant and personalized answers until complete resolution.
• Maintaining solid customer relationships by handling their questions and concerns with speed and professionalism.
• Be a Vestiaire Collective ambassador by demonstrating perfect written and oral expression, an appropriate tone, and an empathetic and patient attitude.
• Liaise and collaborate with internal stakeholders to comply with customers’ needs.
• Communicates proactively with team & managers about issues faced by our community to ensure continuous improvement.
• Main aim being increase of customer satisfaction

• At least 3 years of successful experience in Customer Service
• Passionate about the world of fashion, luxury, and circularity, you understand customer expectations.
• Experience working in fashion is a plus.
• Strong customer empathy, solution-oriented, and an understanding of the Buyer & Seller mindset
• Perfect command of written and spoken English.
• Additional languages are a plus.
• Excellent interpersonal skills, a sense of service and teamwork.
• Flexibility, resourcefulness, reactivity and an ability to adapt your work to peaks in activity.
• Rigor and organizational skills.

What we offer 🎁

A meaningful job with an impact on the way people consume fashion and promote sustainability

The opportunity to do career-defining work in a fast-growing French-born scale up

The possibility to work as part of a globally diverse team with more than 50 nationalities 

Two days to help Project - reinforcing your activist journey and volunteer for an association

Significant investment in your learning and growth

Competitive compensation and benefits package

As full member of our entrepreneurial project, you will be eligible to free shares

Vestiaire Collective is an equal opportunities employer.