Luxury Brand Concierge — Customer Service

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

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.