Job Description: Customer Service Representative General Role: The Customer Service Representative (CSR) is primarily responsible for addressing client inquiries via email and phone. This role involves managing the online orders workflow and performing back office tasks. As an ambassador of the brand, the CSR is committed to delivering exceptional service and ensuring customer satisfaction in line with company policies. Major Responsibilities: Front Office - Customer Service: Handle inbound and outbound calls according to company KPIs. Respond to 100% of client queries (product information, availability, order follow-up, delivery, returns, claims, etc.) via email and phone. Serve as a communication link between customers and internal stakeholders. Ensure timely resolution of requests, maintaining high service quality. Provide excellent customer service through follow-ups, mood assessment, and feedback collection for improvements. Back Office - Order Workflow: Review and validate orders, contacting customers if fulfillment is not possible. Oversee the end-to-end order processing workflow, ensuring accurate invoicing. Manage returned or exchanged orders, performing quality control until resolution. Collaborate closely with logistics and finance teams. Activity Follow-Up: Create and analyze weekly/monthly/quarterly/yearly inquiry reports. Provide insights on customer trends and develop action plans accordingly. Requirements & Capabilities: Minimum 3 years of experience in customer service or call center roles. Experience in back-office management (Magento) is a plus. Experience in the luxury retail industry is preferred. Service-minded and detail-oriented. Knowledgeable about luxury products. Strong problem-solving skills. Ability to handle stress and complex situations effectively. Proficient in English, Mandarin, and Taiwanese (both verbal and written). Team player with a collaborative attitude.