English - Customer Care Specialist (Tier 2)
$31,200–$31,200 year
RemotePhilippines or Greece
Job Summary
Track and follow complex, escalated cases to ensure they are investigated and closed efficiently. Maintain high customer satisfaction by resolving deep-tier issues like missing orders, payment anomalies, and logistics discrepancies independently. Make judgment-based decisions within policy guidelines, handling exceptions and customer appeasements while escalating exceptionally complex cases to Level 3 support, Transport, or Accounting. Support Level 1 teammates with expertise on complex topics and guide them through advanced system tools and backend tracking. Navigate deep documentation and internal cross-functional resources to provide world-class service, ensuring customers leave interactions with zero confusion. Work in shifts rotation, including weekends and holidays, while empathizing with customers experiencing high-friction issues.
Required Qualifications
- Must be fluent in English (C1/C2/Native) speaking and writing
- Minimum 2-3 years experience in Customer Support, technical support, or escalations, especially with fashion functions
- Great communication skills, written and orally, with the ability to convey complex technical or logistical solutions clearly
- Demonstrate strong abilities to work independently and as a remote team player
- Must be adaptable and flexible, demonstrating abilities to work with advanced system tools, process updates, and information changes
- Must be willing to participate in a background screening
- Proven customer communication and escalations experience (Chat, E-mail & Phone)
- Strong working knowledge of advanced CRM/OMS systems, backend logistics tracking, and PC based internet and software applications
- Empathize with customers that are experiencing high-friction issues, and help them resolve their issue
- Navigate deep documentation and internal cross-functional resources to provide world class service
- Clear Communicator - customers leave interactions with zero confusion
- Problem Solver - Ability to identify, troubleshoot, and perform root-cause analysis on complex issues
- Coachable - Open to feedback and can show improvement
- Being willing to work in shifts rotation, including weekends and holidays (if needed)
- Working hours are subject of change and will be notified in a timely manner to allow work-life balance
Desired Qualifications
- Previous experience dealing with the challenges faced in an escalation-focused, customer-centric role
- Advanced problem-solving and critical thinking skills to analyze system gaps (OMS, DC, Finance)
- A passion for problem-solving with the customer's interest and satisfaction being the primary goal
- Support and guide Level 1 teammates with your expertise on complex topics like warranties and advanced logistics
- Ability to become part of the customers in their purchase journey
- Fashion Savvy
- Manage marketplace cases and post-launch review platforms to protect brand reputation
- Ability to effectively and correctly communicate verbally and in written format
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