Customer Service Agent Associate

Customer Service Agent Associate (EN/FR) 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, Greatness and Collective. We are proud to be a BCorp. About the Role The Customer Service Resolution Specialist handles complex level 3 requests via outbound phone and inbound/outbound messaging channels from Vestiaire Collective users (questions, complaints, mediations). The 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. Schedule: 10 am – 6 pm, Monday – Friday. It is expected to be onsite in Paris 3 days per week and remote 2 days. What You Will Do Answer and mediate level 3 complex/high added‑value complaints from customers and prospects in both French and English. Analyze and understand customer needs and expectations, and provide relevant and personalized answers until complete resolution. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Be a Vestiaire Collective ambassador by demonstrating perfect written and oral expression, an appropriate tone, and an empathetic and patient attitude. Liaise and collaborate with internal stakeholders to comply with customers’ needs. Communicate proactively with team & managers about issues faced by our community to ensure continuous improvement. Main aim: increase 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 customer expectations. Experience working in fashion is a plus. Strong customer empathy, solution‑oriented, and an understanding of the Buyer & Seller mindset. Perfect command of written and spoken English and French (both native level). Additional languages are a plus. Excellent interpersonal skills, sense of service and teamwork. Flexibility, resourcefulness, reactivity and an 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, including eligibility for free shares as a full member of our team. Research indicates that people from under‑represented backgrounds—including women, people with disabilities, and other marginalized communities—often hesitate to apply for roles unless they meet every single requirement. At Vestiaire Collective, we believe that talent comes in many forms, and we’re committed to creating an inclusive environment where everyone can thrive. Your unique perspective could be exactly what our team needs, so we encourage you to apply even if you don’t tick every box. Vestiaire Collective is an equal opportunities employer. Beware of Scams Vestiaire Collective only contacts candidates via official emails ending in @vestiairecollective.com or no‑reply@hire.lever.co. We never use WhatsApp, Telegram, or similar apps for job offers, nor will we ever request payments or banking details. If you receive a suspicious message, please report it to talentacquisition@vestiairecollective.com. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr