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Customer Service Agent for Luxury Retail Company

This client is a prominent worldwide company that encompasses the charm of three well-known brands. 

On a daily basis, Service Partners can anticipate engaging in the following tasks:

  • Service partners are required to provide customers with an elevated and modern luxury experience through incoming contacts, including phone calls, emails, and chats.

  • Their responsibilities include assisting customers with placing orders, checking order statuses, inquiring about repairs, seeking product information or recommendations, and resolving any issues.

  • Additionally, service partners are expected to make soft sales during these interactions.


• Successful completion of background check and drug screening

• Availability to work a minimum of 35 hours per week, including 5 hours on Saturday or Sunday or combined.

• Access to a quiet, uninterrupted workspace

• Possession of a computer meeting or exceeding client-specified minimum requirements (laptop or desktop)

• Ownership of a USB headset with microphone (mandatory for certification and call handling)

• Reliable hard-wired broadband internet connection through DSL, Cable, or Fiber Optic

Additional equipment required:

  • USB VoIP Headset is required in certification and while servicing

  • Minimum 8 GB RAM required

  • Service Partners MUST maintain the most recent version of Windows 10 or 11 (fully patched with no pending updates) on their computer

  • Windows 8.1 is NOT supported

Success Factors:

  • Responding to customer inquiries and concerns in a professional and efficient manner.

  • Maintaining knowledge of the Coach brand, products, policies, and procedures to effectively communicate this information to customers.

  • Driving sales by suggesting complementary items based on customer needs and preferences, and offering to place orders.

  • Mitigating customer escalations through effective decision making and problem-solving skills.

  • Leveraging multiple systems and tools to handle customer contacts effectively.

  • Simultaneously handling multiple tasks, including contact handling and data processing.

  • Having a passion for delivering exceptional customer experiences in a team environment.

  • Demonstrating customer service skills, preferably in a retail and/or contact center environment.

  • Possessing effective decision-making, problem-solving, and follow-up skills.

  • Having excellent verbal and written communication skills for business purposes.

  • Being able to multitask in a fast-paced environment and handle shifting priorities.

  • Paying strong attention to detail.

  • Possessing intermediate computer skills, including proficiency in Windows navigation and MS Office.

  • Having experience in luxury retail.

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