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Customer Support Specialist, Luxury Stores Customer Service

Remote, USA Full-time Posted 2025-05-22

Are you inspired by luxury fashion and beauty and helping consumers discover these brands online in new, innovative ways? Luxury Stores at Amazon is continually growing its meaningful selection across a global portfolio of luxury fashion and beauty brands. As a Customer Support Specialist, you will be the voice of Amazon Luxury Stores, fielding real-time calls in a remote, call center environment from customers globally.

The ideal Customer Support Specialist is caring and compassionate, enthusiastic, solutions-oriented and committed to providing outstanding service to all our customers.

Amazon Luxury Stores is looking for an action-oriented, motivated individual who has an obsession for customer satisfaction and experience working with high-end, luxury merchandise. Successful candidates will be responsible for achieving explicit department goals. An ideal candidate will excel in a fast-paced, multi-tasked, dynamic environment. This is a full-time, direct-hire position that pays $19.00/hour. We are a call center open 7am-9pm CST, 7 days a week. Must have the flexibility to work a variety of shift assignments including nights/weekends/holidays/over time.
This role is a fully remote, candidate location restrictions may apply.

    Basic Qualifications
  • 2+ years of experience within a luxury customer service-focused environment, such as contact center, luxury retail, or hospitality
  • Excellent verbal and written communication skills. Able to handle difficult conversations with a high level of empathy and integrity
  • Be confident to make decisions with late returns, faulty goods and concessions if necessary
  • Ability to work a set schedule (scheduled start, stop, breaks and lunches), including nights, weekends, and holidays, with required overtime as business needs; flexibility required during peak times
  • The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turn on the camera when requested by leadership
  • This is a virtual role and requires a home work area that is free from background noise where you can connect to the internet and work on your deliverables
  • Experience working under pressure in a high-volume environment while maintaining standards for productivity, quality, and service
  • The ability to meet the Amazon Customer Contact Center Work from Home Guidelines and expectations which includes using a wired, high-speed Internet, Modem or Router w/ Ethernet Port – Customer Support Specialists must connect directly (No Satellite Internet or Wi-Fi)
  • Highly proficient with desktop applications such as MS Office and Internet browsers; Comfortable working with computers and smartphones. Ability to quickly learn how to use new websites and apps
  • High school diploma or equivalent.
    Key job responsibilities
  • Act as a brand ambassador for Amazon Luxury Stores, providing world-class, high-touch service to all customers
  • Be the first point of contact to resolve customer issues across multiple channels in a timely manner, communicating through email, phone, and chat.
  • Reply to preorder questions about fit, fashion trends/style, product availability, and promotions via phone, email, and online chat.
  • Provide customers with critical service and product information, ensuring customer satisfaction
  • Demonstrate sound understanding and comprehensive knowledge of the Amazon Luxury Store’s full range of products and services
  • Handle customer inquiries and/or cases through different channels in a timely and professional manner decisions in consideration of the policies and procedures within the service level agreement
  • Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers’ voices
  • Utilize a variety of software programs to resolve customer inquiries and identify and escalate system errors and other technical issues
  • Utilize a variety of software programs to resolve customer inquiries.
  • Work with external shipping contractors to assist customers with both domestic and international issues.

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