Customer Service Agent Associate (US)

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 warehouses in Tourcoing (France), Crawley (UK), Hong Kong and New York.We currently have a diverse global team of 600 employees representing more than 50 nationalities. Our values are Activism, Transparency, Dedication and Greatness and Collective.About The Role 🖥️The Customer Service Resolution Specialist deals with complex level 3 requests via outbound phone and inbound/outbound messaging and email channels from Vestiaire Collective users (questions, complaints, mediations, high-value orders, etc…). Their objective is to ensure the best possible user experience with Vestiaire Collective, respecting the Luxury Fashion DNA of the platform, 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.What You Will Do 👜Answer and mediate level 3 complex/high added value complaints from customers and prospects of Vestiaire CollectiveAnalyze & understand customer needs and expectations, and provide relevant and personalized answers until complete resolutionMaintaining solid customer relationships by handling their questions and concerns with speed and professionalismBe a Vestiaire Collective ambassador by demonstrating perfect written and oral expression, an appropriate tone, and an empathetic and patient attitudeLiaise and collaborate with internal stakeholders to comply with customers’ needsCommunicates proactively with team & managers about issues faced by our community to ensure continuous improvementMain aim being increase of customer satisfactionWho You Are ⭐At least 3 years of successful experience in Customer Service (Must) Strong customer empathy, solution-oriented, and an understanding of the Buyer & Seller mindset Perfect command of written and spoken English (Must). 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. Passionate about the world of fashion, luxury, and circularity, you understand customer expectations. Experience working in fashion is a plus. What we offer 🎁A meaningful job with an impact on the way people consume fashion and promote sustainabilityThe opportunity to do career-defining work in a fast-growing French-born scale upThe possibility to work as part of a globally diverse team with more than 50 nationalitiesTwo days to help Project - reinforcing your activist journey and volunteer for an associationSignificant investment in your learning and growthCompetitive Compensation And Benefits PackageVestiaire Collective is an equal opportunities employer.Beware of ScamsVestiaire Collective only contacts candidates via official emails ending in @vestiairecollective.com or no-reply@hire.lever.co . We never use WhatsApp, Telegram, or similar apps for job offers, nor will we ever request payments or banking details.If you receive a suspicious message, please report it to talentacquisition@vestiairecollective.comWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.