XTN-8ABE336 | CUSTOMER SERVICE REPRESENTATIVE – INTERMEDIATE

Role Summary

About Our Client

Grayson Living is transforming how sophisticated consumers engage with home décor. As a leading online destination for luxury home design, we curate over 50,000+ premium home décor styles and deliver an exceptional shopping experience built on precision, aesthetics, and operational excellence.

We are seeking a highly motivated, resourceful, and customer-focused Customer Service Representative (CSR) to support a US-based luxury furniture e-commerce brand. You will serve as the primary point of contact for a high-value customer base, delivering premium service across multiple channels (email, chat, calls, SMS).

This role requires strong independent judgment, polished communication, and the ability to resolve a wide spectrum of inquiries in a fast-paced, high-volume environment. Your goal is to ensure exceptional customer satisfaction while upholding luxury service standards.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Handle a wide spectrum of customer inquiries, including

• Product information and guidance
• Delivery follow-ups and order status updates
• Returns, replacements, refusals, and post-purchase concerns

Manage multi-channel support across

Email and chat (Freshdesk)

Phone calls and SMS (Podium)

Independently resolve all non-financial customer issues and service-related concerns.

Escalate refund requests, discounts, and compensation approvals according to internal policies.

Maintain high-quality documentation of all interactions in the CRM system.

Requirements

• Consistently meet daily support volume targets
• 10+ tickets/day

10–15 calls/day during peak periods

• Deliver luxury-level service by maintaining a professional tone, polished communication, and empathetic customer engagement.
• Collaborate with internal teams (Sales, Operations, Logistics, Product) to resolve complex issues.
• Manage administrative duties and tasks as assigned to meet shifting business priorities.
• At least 2-4 years of customer service and logistics experience background preferably from retail/e-commerce industry.
• Excellent English communication skills.
• Experience with any CRM tool and tech savy.
• Willing to work on rotating schedule including night shift (8:00pm-5:00am MNL) and weekends.
• Open to remote or work-from-home arrangements.
• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.

About the Company

Intelletrace is a leading telecommunications company offering comprehensive support in data, internet, VoIP, voice, security, and managed services for businesses across the United States and internationally. We serve as a single point of contact, connecting businesses with top-tier carriers to meet their specific needs. Learn more about us at .

Candidate Location: Philippines, preferably in Metro Manila.

Highly competitive salary and benefits package based on experience and qualifications.

Permanent Work-From-Home arrangement.

Internet and Mobile Allowance.

Escalation Support: Receive and address Tier 1 escalations, providing prompt and effective resolutions to network-related problems.

Network Changes: Perform level 1-2 network change requests, ensuring changes are implemented accurately and according to established protocols.

Network Design: Contribute to network design activities, collaborating with engineers and architects to develop scalable and reliable network solutions.

Circuit and Network Installations: Coordinate and oversee circuit installations, network deployments, and infrastructure upgrades, adhering to project timelines.

Troubleshooting Expertise: Utilize advanced troubleshooting techniques and tools to diagnose and resolve complex network issues.

Documentation and Reporting: Maintain accurate and up-to-date documentation of network changes, designs, and installation processes.