Luli Fama, a leading designer of women’s swim, and resortwear, is looking for Customer Service Representative to join their team in Miami. We are dedicated to delivering exceptional products and outstanding customer experiences. The representative will be responsible for representing the brand in a professional and positive manner, delivering excellent service to customers, and well-versed in the product line and general fashion.
Position Summary
The Customer Service Representative serves as the first point of contact for customers, visitors, retail vendors, and corporate callers. This position is responsible for delivering exceptional customer support across multiple channels while also overseeing the reception area at our corporate office. The representative will serve as the primary point of contact for our customers across email, chat, phone and in-person interactions. This role supports both our e-commerce operations and retail locations by assisting customers with online and in-store purchases, order inquiries, returns, exchanges, and product information.
The ideal candidate is professional, organized, and customer-focused, with the ability to manage incoming communications, welcome visitors, and provide administrative support while maintaining a positive brand experience.
Responsibilities:
· Respond promptly and professionally to customer inquiries via email, live chat, and phone.
· Assist customers with online orders and in-store orders, shipping updates, returns, exchanges, and product information.
· Support customers who contact us regarding purchases made at our retail store locations and coordinate with store teams as needed to resolve issues.
· Process returns, refunds, exchanges, and warranty requests according to company policies.
· Resolve customer concerns and complaints while maintaining a positive brand image.
· Monitor customer feedback and identify opportunities to improve the customer experience.
· Maintain accurate customer records and case notes within our CRM and order management systems
· Collaborate with the warehouse, retail, operations, and marketing teams to resolve customer issues.
· Assist with VIP customer requests and provide personalized support when needed.
· Occasionally assist customers in the showroom located at our corporate office, including greeting visitors, answering product questions, and supporting sales associates during busy periods.
· Help maintain a welcoming and professional showroom environment.
· Meet response time and customer satisfaction goals.
· Promote the brand to customers through positive interactions
· Manage the reception area and serve as the first point of contact for visitors arriving at the corporate office.
· Answer and direct incoming phone calls, including customer service inquiries, vendor calls, retail store communications, and general corporate inquiries.
· Welcome guests, clients, vendors, and partners in a professional and friendly manner.
· Coordinate with appropriate departments to ensure callers and visitors are directed efficiently.
Requirements:
· Excellent written, verbal, and interpersonal communication skills.
· 1+ years of customer service experience, preferably in e-commerce, retail, fashion, or luxury goods.
· Experience working in Luxury/Retail Fashion industry preferred
· Strong problem-solving abilities and attention to detail.
· Comfortable handling customer interactions by phone, email, chat, and in person.
· Experience with Shopify, Gorgias, Zendesk, Salesforce, or similar customer service platforms preferred.
· Strong communication skills
· Team Player
· Ability to multitask and thrive in a fast-paced environment.
· Professional appearance and customer-focused attitude.
· Bilingual English/Spanish preferred.
· Bachelor’s degree (preferred)
· Full-time availability
Pay: From $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Health insurance
- Paid time off
Work Location: In person
