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 -