Luxury Ecommerce Concierge – Customer Service Pro

Atrium; New York (NY); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Atrium Care Package

Job summary

Atrium is seeking an Ecommerce Customer Service Associate to join its corporate team in New York. You will handle online orders, processing returns, and resolving inquiries to uphold the brand’s luxury service standards.

Ideal candidates have ecommerce or retail experience, excellent communication skills, and the ability to maintain professionalism while delivering a high-touch customer experience.

Qualifications

• Previous experience in ecommerce customer service, retail, or a related customer-facing role.
• Excellent written and verbal communication skills.
• Strong attention to detail, problem-solving abilities, and a customer-focused approach.
• Ability to manage multiple priorities independently in a fast-paced environment.
• Professional demeanor and discretion when handling confidential customer and order information.
• Proficiency in Microsoft Excel, Word, and Outlook.

Responsibilities

• Manage customer inquiries via phone and email, providing timely, professional, and effective resolutions.
• Deliver a high-touch ecommerce customer experience that aligns with the brand’s luxury service standards.
• Review ecommerce transactions and conduct fraud analysis to identify and help prevent suspicious activity.
• Oversee the return and refund process, including return authorisations and customer reimbursements.
• Develop and maintain customer service resources, including FAQs and standardised email templates.
• Monitor, track, and report customer service metrics to support service quality and operational efficiency.
• Partner with the ecommerce team to support daily operations and ongoing business initiatives.
• Coordinate with warehouse and distribution teams to resolve order fulfilment, shipping, and return-related issues.
• Maintain up-to-date knowledge of the brand’s history, product offerings, and corporate initiatives.
• Utilise internal systems and applications to manage customer interactions, orders, and service requests.
• Ensure compliance with company policies and procedures, including return and warranty guidelines.

Skills

Ecommerce customer service

Communication

Problem solving

Multitasking

Professional demeanor

Education

Bachelor’s degree

Tools

Microsoft Excel

Microsoft Word

Outlook

Job description

Atrium is seeking an Ecommerce Customer Service Associate to join its corporate team in New York. You will handle online orders, processing returns, and resolving inquiries to uphold the brand’s luxury service standards.

Ideal candidates have ecommerce or retail experience, excellent communication skills, and the ability to maintain professionalism while delivering a high-touch customer experience.