Customer Service Specialist

Company Description

GENTLE MONSTER, a global fashion eyewear brand under the IICOMBINED umbrella, is renowned for its innovative and trendsetting designs. Since its inception in 2011, GENTLE MONSTER has captivated audiences with distinctive annual collections and unique campaigns that merge experimental designs with sophisticated aesthetics. Its parent company, IICOMBINED, also leads the beauty and F&B sectors with brands like TAMBURINS, a perfume brand redefining beauty and storytelling, and NUDAKE, which transforms dessert culture through artistic innovation. Together, these brands push the boundaries of creativity, offering unmatched experiences to consumers worldwide.

Role Description

We are looking for a dedicated, customer-oriented Customer Service Representative with a branding mindset to join our team. The ideal candidate will possess excellent communication skills, a positive attitude, and a strong desire to help customers. This role involves handling customer inquiries, resolving issues, providing exceptional service, and leveraging AI tools and external CS partners to scale our support operations. The goal of customer service is to drive purchase conversions by providing customers with a positive purchasing experience and positive feelings toward the brand.

Key Responsibilities:

• Customer Interaction

Act as the site liaison between guests and operations, communicating with online and retail customers via email, phone, and live chat to deliver outstanding customer service. Provide accurate, valid, and complete information using our CS tools — Salesforce Service Cloud and project management platforms.

Handle customer complaints, provide appropriate solutions and alternatives within established time limits, and follow up to ensure resolution.

• AI Chatbot Training & Optimization

Leverage CS AI features and tools to build, train, and continuously improve our AI chatbot to deliver smarter, faster, and more accurate customer interactions.

Design conversation flows, intent libraries, and response templates that align with brand voice and resolve common customer inquiries with minimal friction.

Monitor AI chatbot performance, analyze conversation logs, identify gaps, and implement iterative improvements to increase containment, accuracy, and customer satisfaction.Partner with internal stakeholders to integrate AI solutions into the broader customer service workflow and identify new automation opportunities.

• CS Agency Management

Manage relationships with external customer service agencies, serving as the primary point of contact and accountability owner. Onboard, train, and coach agency teams on brand standards, product knowledge, tone of voice, SOPs, and escalation protocols. Monitor agency performance through KPIs such as response time, resolution rate, CSAT, and quality scores; provide regular feedback and performance reviews. Conduct quality assurance audits, identify coaching opportunities, and drive continuous improvement across outsourced support operations.

• Problem Solving

Identify and assess customers' needs to achieve satisfaction. Provide customer support for all operational questions and manage escalations of operational or customer issues. Troubleshoot and resolve product and service issues. Keep accurate records of customer interactions, process customer accounts, and maintain documentation.

• Product Knowledge

Maintain a thorough understanding of our products and services. Provide accurate information about product features, pricing, and availability. Assist customers in making product selections based on their needs.

• Team Collaboration

Support internal teams within E-commerce, including merchandising, SCM operations, 3PL partners, and retail stores by ensuring clear and timely communication. Share customer feedback and insights to improve overall service quality and product offerings.

• Data Management

Use CS systems (Salesforce Service Cloud) to manage and track customer interactions and reporting. Maintain customer accounts by updating information as necessary. Generate reports on customer service metrics, AI chatbot performance, and agency KPIs using Microsoft Excel and other reporting tools.

Qualifications:

• College degree preferred.
• Familiarity with CS systems (Salesforce Service Cloud) and customer service best practices.
• Hands-on experience with AI chatbot platforms or CS AI tools (e.g., Salesforce or similar) — including chatbot training, prompt design, and performance optimization.
• Experience managing or working closely with external customer service agencies is strongly preferred.
• Strong verbal and written communication skills, phone handling skills, and active listening.
• Ability to interact with guests and colleagues — internal and external — with tact and diplomacy.
• Proficiency in Microsoft Excel; comfortable analyzing data and reporting on KPIs.
• Familiarity with fashion and DTC e-commerce preferred.

Job Type: Full-Time, ON-SITE (not remote)

Pay Range: $51,000-60,000

Benefits:

Dental Insurance

Health Insurance

Vision Insurance

Life Insurance