Customer Service Associate

Operations – Customer Service /
Permanent contract /
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, Ho Chi Minh and Hong Kong and warehouses in Tourcoing (France), Crawley (UK), Hong Kong and New York.

We currently have a diverse global team of 700 employees representing more than 50 nationalities. Our values are Activism, Transparency, Dedication and Greatness and Collective. We are proud to be a BCorp.

About the role 🖥️
The Customer Service Resolution Specialist, deals with complex level 3 requests from Vestiaire Collective users in Paris, France (questions, complaints, information). Their objective is to ensure the best possible user experience with Vestiaire Collective, respecting the Luxury Fashion DNA of the brand, with the aim of satisfaction and loyalty.

What you will do 👜

    • Answer level 3 complex/high added value complaints from customers and prospects of Vestiaire Collective.
    • Analyze & understand customer needs and expectations and provide a relevant and personalized answer until complete resolution.
    • Maintaining solid customer relationships by handling their questions and concerns with speed and professionalism.
    • Be Vestiaire Collective ambassador through perfect written and oral expression, an appropriate tone, and an empathetic attitude.
    • Liaise with internal stakeholders to comply with customer’s needs.
    • Communicates proactively with team & managers about issues faced by our community to ensure continuous improvement. Main aim being increase of customer satisfaction.

Who you are ⭐

    • At least 3 years of successful experience in Customer Service.
    • Passionate about the world of fashion, luxury, and circularity, you understand the customer expectations.
    • Strong customer empathy and an understanding the Buyer & Seller mindset
    • Perfect command of written and spoken French and English (Must)
    • Excellent interpersonal skills, sense of service and teamwork.
    • Flexibility, reactivity and ability to adapt your work to peaks in activity.
    • Rigor and organizational skills.
What we offer 🎁

A meaningful job with an impact on the way people consume fashion and promote sustainability
The opportunity to do career-defining work in a fast-growing French-born scale up
The possibility to work as part of a globally diverse team with more than 50 nationalities 
Two days to help Project - reinforcing your activist journey and volunteer for an association
Significant investment in your learning and growth
Competitive compensation and benefits package
As full member of our entrepreneurial project, you will be eligible to free shares

Surveys show that women and members of underrepresented communities only apply for a job if they meet 100% of the required conditions. Does this sound like you? If so, Vestiaire Collective encourages you to reconsider your application. We look forward to receiving your application!

Vestiaire Collective is an equal opportunities employer