Customer Service Agent Associate (EN/FR)

Vestiaire Collective is the leading global platform for desirable pre-loved fashion and a pioneer in transforming how people consume fashion.

Our mission is simple: make circular fashion the norm, not the exception.

Through technology, expertise, and a highly engaged global community, we enable millions of people to buy and sell fashion in a more sustainable way.

Founded in Paris in 2009, Vestiaire Collective is now a globally scaled marketplace with offices in Paris, London, Berlin, New York, Singapore, and Ho Chi Minh City, and logistics hubs across Europe, Asia, and the US.

Today, we are a team of around 600 people from over 50 nationalities, united by a shared ambition: to drive meaningful change in the fashion industry.

Our values, Activism, Transparency, Dedication, Greatness, and Collective, shape how we build, collaborate, and grow every day.

About the role ️

The Customer Service Resolution Specialist deals with complex level 3 requests via outbound phone and inbound/outbound messaging channels from Vestiaire Collective users (questions, complaints, mediations). 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.

The schedule for this position is 10am - 6pm, Monday - Friday.

It is expected to be onsite in Paris 3 days per week and remote 2 days. \n

What you will do

Answer and mediate level 3 complex/high added value complaints from customers and prospects of Vestiaire Collective in both French and English.

Analyze & understand customer needs and expectations, and provide relevant and personalized answers until complete resolution.

Maintaining solid customer relationships by handling their questions and concerns