eCommerce Customer Service Representative

SBH Fashion; New York (NY); Hybrid; USD 28,000 - 39,000; Full time

Job summary

SBH Fashion in New York is seeking an eCommerce Customer Service Representative to support our omnichannel brand in the Americas. The role combines written customer interactions with back-office tasks, within a hybrid setup requiring 3 days in midtown NYC and 2 days remote. Training will run five days a week at the start.

The ideal candidate has strong English, experience in luxury fashion is a plus, and comfort using CRM systems. Proficiency in additional languages is welcome.

Qualifications

• Experience in luxury fashion environments is preferred.
• Exceptional written communication skills for client interactions.
• Proficiency with CRM software and ability to use multiple systems simultaneously.
• Ability to manage communications across email, live chat, social networks and SMS.
• Willingness to work extended shifts during peak periods.
• Candidates in the Tri-State Area are preferred for collaboration.

Responsibilities

• Manage customer inquiries through written channels, including email, live chat, social media, and SMS.
• Provide high-quality, professional responses to client queries, including complaints and post-sale assistance.
• Collaborate with internal teams to resolve client issues efficiently and effectively.
• Utilize CRM software and other systems to document client interactions and maintain accurate records.
• Assist with back-office tasks to support the Client Services team in meeting objectives.
• Maintain up-to-date knowledge of our products and services to provide accurate information to clients.
• Handle multiple client communications simultaneously with attention to detail and accuracy.

Skills

Luxury fashion experience

Written communication

CRM software proficiency

Multichannel support

Flexible schedule

Tools

CRM platforms

Job description

One of our major Luxury clients is currently seeking eCommerce Customer Service Representative.

Role is hybrid, 3 days in office in midtown NYC and 2 remote.

5 days a week initially for training.

*Spanish Portoguese or French proficiency are a plus but not required.
This is a contract role slated to start ASAP and run at least till the end of January 2027
Role is in office in Midtown Manhattan.

Shifts available weekly: 9–6, 10–7, 12–9, 1–10

Must be available for 40 hrs of work a week.

JOB DESCRIPTION:

As a member of the eCommerce Client Services team, you will support our omnichannel clients for the brand within the Americas region. Your primary focus will be on providing exceptional written communication and back-office support to enhance the overall client experience.

• Experience in Luxury Fashion Environments: Previous experience in luxury fashion is preferred.


• Exceptional Written Communication Skills: Strong professional writing abilities with an engaging style to effectively communicate with clients.


• Proficiency with Computers: Skilled in using CRM software and capable of working in multiple systems simultaneously; strong typing skills are essential.


• Ability to Handle Multiple Communications: Efficiently manage multiple client interactions at once through various written channels such as email, live chat, social networks, and SMS.


• Flexible Schedule: Willingness to work extended shifts during peak periods to meet business needs.


• Preferred Location: Candidates located in the Tri-State Area are preferred for easier collaboration with the team.


• Language Skills: Fluency in English is required; proficiency in Spanish or Portuguese is a plus.


• Strong Organizational Skills: Attention to detail with the ability to manage back-office tasks effectively.


• Responsibilities


• Manage customer inquiries through written channels, including email, live chat, social media, and SMS.


• Provide high-quality, professional responses to client queries, including complaints, post-sale assistance, product availability, and other requests.


• Collaborate with internal teams to resolve client issues efficiently and effectively.


• Utilize CRM software and other systems to document client interactions and maintain accurate records.


• Assist with back-office tasks to support the Client Services team in meeting overall objectives.


• Maintain up-to-date knowledge of our products and services to provide accurate information to clients.


• Handle multiple client communications simultaneously while ensuring attention to detail and accuracy.


• Support the team during peak periods by working flexible hours as needed.