Customer Success Officer

Job Summary


The Customer Success Officer will be responsible for delivering an exceptional end-to-end customer experience across all touchpoints - from inquiry and order processing to post-purchase follow-up.
The ideal candidate will be a proactive problem-solver, passionate about luxury lifestyle, customer satisfaction, and high-end service standards.


Key Responsibilities


Serve as the primary point of contact for customers via phone, email, live chat, and social media.
Manage and resolve customer inquiries, issues, and complaints promptly and professionally.
Track customer orders, coordinate with logistics, and ensure timely delivery of products.
Provide product knowledge and recommendations to customers based on their preferences and needs.
Maintain a strong understanding of the brand, product lines, promotions, and policies.
Gather and analyze customer feedback to suggest improvements in service and product offerings.
Maintain accurate customer records and interactions in the CRM system.
Follow up with customers post-purchase to ensure satisfaction and encourage repeat business.
Collaborate with sales, marketing, and logistics teams to ensure a seamless customer journey.
Assist in managing VIP clients, gift orders, and special requests with a white-glove approach.
Monitor online reviews and manage customer satisfaction metrics.


Requirements


Bachelor’s degree in Business, Marketing, Communications, or a related field.
2+ years of experience in customer success, customer service, or client relationship management — preferably in a luxury or lifestyle brand.
Excellent verbal and written communication skills.
Strong interpersonal skills and a customer-first mindset.
Tech-savvy with experience using CRM platforms and customer service tools.
Ability to work independently and as part of a team in a fast-paced environment.
High level of professionalism, empathy, and attention to detail.
Passion for luxury products, home décor, and fragrance is a plus.



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