Customer Service Representative — TRR Focus Services Philippines

Focus Services; Bacolod; On-site; PHP 279,000 - 379,000; Full time

Benefits offered by this job

Base + incentives

Brand training

Growth path

Team environment

Job summary

Focus Services is seeking a Customer Service Representative to join our Bacolod City team in support of one of the world’s leading authenticated luxury consignment marketplaces. You’ll be the trusted voice for buyers and consignors, delivering white-glove service as you handle inquiries, authentication questions, and order status with warmth and professionalism.

No prior luxury retail experience is required; we’ll train you on designer labels, platform tools, and quality standards.

Qualifications

• 1+ year of customer service experience in a call center, BPO, or contact center environment.
• Strong verbal and written English communication skills, CEFR B2 minimum; B2–C1 preferred.
• Ability to communicate with warmth, clarity, and professional confidence, even in challenging interactions.
• Comfortable multitasking across screens and CRM platforms while on a live customer contact.
• Genuine curiosity about luxury fashion, brands, and consignment; prior knowledge is a plus, not a requirement.
• Detail-oriented and accurate: precision matters when handling high-value orders and authenticated items.
• Able to work a flexible shift schedule, including evenings, weekends, and Philippine holidays.
• Must successfully complete a background screening prior to start.
• Experience with Gladly, Salesforce, or similar CRM platforms is an advantage.

Responsibilities

• Handle inbound customer contacts via chat, email, and phone using the Gladly CRM platform.
• Assist buyers and consignors with order status, delivery timelines, returns, authentication questions, and account inquiries.
• Demonstrate knowledge of luxury fashion houses, accessories, and authentication standards to confidently address product-related questions.
• Communicate with warmth and professionalism consistent with brand standards, every interaction should feel personalized, never scripted.
• Resolve customer concerns efficiently and accurately on the first contact, minimizing the need for follow-up.
• Navigate multiple systems simultaneously during live customer interactions while maintaining accuracy on every record.
• Meet or exceed individual performance targets, including First Contact Resolution (FCR), Customer Satisfaction Score (CSAT), and response time benchmarks.
• Escalate complex authentication disputes, fraud concerns, or account-level issues to the appropriate internal teams.
• Stay current on platform updates, policy changes, luxury brand expansions, and seasonal promotions.
• Maintain full attendance and punctuality, being ready at the start of your scheduled shift is a baseline expectation.

Skills

Customer service

English proficiency

CRM platforms

Multitasking

Attention to detail

Tools

Gladly

Salesforce

Job description

Customer Service Representative — TRR

Are you the kind of person who notices the difference between a real Cartier and a convincing fake? Do you bring the same care to a customer conversation that a curator brings to a showroom floor? Focus Services is looking for a Customer Service Representative to join our Bacolod City team in support of one of the world’s leading authenticated luxury consignment marketplaces.

In this role, you’ll be the trusted voice for the brand’s discerning customer base: buyers and consignors who expect white-glove service every time they reach out. Whether they’re tracking a coveted Hermès bag, asking about the authentication process, or navigating a return, you’ll handle every interaction with professionalism, brand fluency, and genuine care.

No prior luxury retail experience is required we’ll train you on every designer label, platform tool, and quality standard you need to succeed. What you bring is poise, empathy, sharp attention to detail, and the drive to represent one of the most recognizable names in luxury resale.

What You’ll Do

• Handle inbound customer contacts via chat, email, and phone using the Gladly CRM platform.
• Assist buyers and consignors with order status, delivery timelines, returns, authentication questions, and account inquiries.
• Demonstrate knowledge of luxury fashion houses, accessories, and authentication standards to confidently address product-related questions.
• Communicate with warmth and professionalism consistent with brand standards, every interaction should feel personalized, never scripted.
• Resolve customer concerns efficiently and accurately on the first contact, minimizing the need for follow‑up.
• Navigate multiple systems simultaneously during live customer interactions while maintaining accuracy on every record.
• Meet or exceed individual performance targets, including First Contact Resolution (FCR), Customer Satisfaction Score (CSAT), and response time benchmarks.
• Escalate complex authentication disputes, fraud concerns, or account‑level issues to the appropriate internal teams.
• Stay current on platform updates, policy changes, luxury brand expansions, and seasonal promotions.
• Maintain full attendance and punctuality,being ready at the start of your scheduled shift is a baseline expectation.

What We’re Looking For

• 1+ year of customer service experience in a call center, BPO, or contact center environment.
• Strong verbal and written English communication skills, CEFR B2 minimum; B2–C1 preferred.
• Ability to communicate with warmth, clarity, and professional confidence, even in challenging interactions.
• Comfortable multitasking across screens and CRM platforms while on a live customer contact.
• Genuine curiosity about luxury fashion, brands, and consignment, prior knowledge is a plus, not a requirement.
• Detail-oriented and accurate: precision matters when handling high‑value orders and authenticated items.
• Able to work a flexible shift schedule, including evenings, weekends, and Philippine holidays, as needed by business hours.
• Must successfully complete a background screening prior to start.
• Experience with Gladly, Salesforce, or similar CRM platforms is an advantage.

What We Offer

• Competitive base compensation with performance‑based incentives.
• Structured onboarding and luxury brand training, you’ll know your Balenciaga from your Balmain before you take your first call.
• Ongoing coaching, quality feedback, and a clear 90‑day performance glide path so you always know where you stand.
• A supportive team environment led by Focus Services trainers who are invested in your success from day one.
• Exposure to a globally recognized brand in the growing luxury resale industry.
• Clear path for growth within the Focus Services organization as the program scales.

Our Ethos

At Focus Services, we believe the best customer experiences are built on trust, expertise, and genuine human connection. We don’t script our agents, we develop them. When you represent The RealReal, you’re not just answering contacts. You’re protecting the trust of buyers who paid a premium for authenticity, and consignors who entrusted us with items they love. We take that responsibility seriously, and so do you.