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 and Hong Kong and warehouses in Tourcoing (France), Crawley (UK), Hong Kong and New York.

We currently have a diverse global team of 1000 employees representing over 50 nationalities. Our values are community, activism, transparency, dedication and greatness. We are proud to be a BCorp.

About the role

Vestiaire Collective is looking for a Customer Service Representative to join our team in Brooklyn.

At Vestiaire Collective, we take immense pride in our unwavering commitment to top-notch customer service – and we're on the lookout for someone like you to join our exceptional team. As a dedicated team member, you'll be the embodiment of attentiveness, empathy, and genuine care as you assist our valued customers via email and over the phone. But it doesn't stop there; you'll also be a vital asset to our internal colleagues.

Our mission? To consistently deliver unparalleled support to our vibrant community, and we're counting on you to go the extra mile in your day-to-day responsibilities. Your role will include handling highly sensitive and potentially viral customer complaints with grace and expertise. If you're ready to make a lasting impact and provide outstanding service, we want you on our team.

Join Vestiaire Collective today!

What you’ll be doing

• Responsive Customer Care: Whether it's through email, messaging, or phone, you'll be at the forefront of addressing customer and prospect inquiries and concerns promptly and professionally.
• Innovative Problem Solving: We're all about thinking outside the box. You'll be empowered to push the boundaries and come up with ingenious solutions to meet customer requests and queries.
• Customer-Centric Expertise: Dive deep into understanding our customers' needs and concerns, expertly troubleshoot issues, skillfully negotiate, and provide comprehensive information and solutions while upholding the highest standards of professional customer care.
• Effective Communication: Your knack for effective and efficient communication will shine as you engage with users seeking your guidance and assistance.
• Drive Improvements: Your input matters! We encourage you to bring forward fresh ideas and initiatives to elevate our Customer Service processes, tools, and overall organization.

Who you are

• Bilingual : Spanish or French would be preferred with a Bachelor’s degree or equivalent, you have excellent written and spoken English.
• Expertise in Control and Trust-Building: Proficient in maintaining control, de-escalating situations, and fostering trust through active listening and confidence in solutions, always striving to exceed service expectations.
• Robust Interpersonal Skills: Possesses strong interpersonal abilities, coupling empathy for customers with unwavering professionalism.
• Proven Experience: Boasts over 3+ years of experience in service roles or within the fast-paced environment of a contact center, ideally suited for high-growth settings, ideally with a Luxury experience.
• Composure under Pressure: Maintains composure in high-pressure scenarios, adept at handling challenging interactions with ease.
• Crafting Loyalty-Driven Solutions: Skilled in devising customer service solutions that not only engender loyalty but also enhance overall customer satisfaction.
• Analytical Acumen: Possesses the ability to identify trends, discern causes and consequences, and pinpoint root causes, offering a comprehensive understanding of the issues at hand.
• Effective Organization and Self-Discipline: Exhibits excellent organizational skills, efficiency, and self-discipline, ensuring effective time management and prioritization of tasks.
• Dedicated Availability: Commits to a 40-hour workweek, including weekends and holidays, when necessary.

What we offer

• Meaningful Work with a Fashion-Sustainability Focus: A fulfilling role that truly influences how people approach fashion consumption and champions sustainability.
• Global Team Collaboration: Join a globally diverse team representing over 50 nationalities, fostering a rich and inclusive work environment.
• 2 Days for Impactful Projects: Dedicate 2 days to actively contribute to projects that align with your activist spirit and volunteer for a worthy cause or association.
• Substantial Investment in Your Development: We're committed to nurturing your learning and professional growth, investing significantly in your development journey.

Role details

• Steady Full-Time Position: Enjoy the stability of a full-time permanent employment contract.
• Work Week Schedule: Your workweek spans from Saturday to Wednesday, office hours, on Saturday and Sunday you will work from home and monday through wednesday from our Brooklyn office.

Vestiaire Collective is an equal opportunities employer