Customer Service Sales Specialist

Senior Customer Experience & Sales Support Specialist | Luxury Retail
Remote(EST Hours) | Full-Time
About Us
We're Manhattan's largest luxury custom suit maker, serving an elite clientele that expects white-glove service at every touchpoint. With an average order value above $3,000, our reputation rests on precision, follow-through, and impeccable communication.
This is not a call-center role. It's a front-of-house luxury experience position, representing a premium brand to discerning U.S. clients.
The Role
You'll be the voice of our brand: answering inbound calls, following up with clients, coordinating next steps, and making sure nothing ever falls through the cracks. You'll own client relationships end-to-end, with warmth, confidence, and extreme attention to detail.
What You'll Do
Customer Experience
Handle inbound calls and inquiries with polished, luxury-grade communication
Build rapport quickly and make clients feel "in the store," even over the phone
Deliver a seamless experience for U.S. clients, with clear, natural, professional English
Sales Support
Guide conversations toward next steps: appointments, fittings, and orders
Spot upsell and cross-sell opportunities without sounding transactional
Support high-value transactions ($3,000–$10,000+) with confidence
Follow-Up & Ownership
Own the customer lifecycle from first contact through delivery and post-sale care
Track commitments meticulously
Proactively follow up on orders, shipments, alterations, and timelines
Systems & Admin
Log and manage customer interactions in Salesforce
Use Excel for light tracking and organization (no advanced formulas)
Maintain accurate records and clear internal notes
What You Bring
Native or near-native English fluency, with excellent diction and a polished phone presence
Strong familiarity with U.S. customer expectations and communication norms (through U.S. education, work with U.S. clients, or time living in the U.S.)
Extensive customer-facing experience, ideally 10+ years total work experience
5+ years in customer service or client-facing roles with an established company (not rotating call-center environments)
Exceptional written and verbal communication
Disciplined follow-up and strong attention to detail
Working knowledge of Salesforce and basic Excel
Based in South Africa, with availability during U.S. Eastern hours
Nice to Have
Background in luxury retail, hospitality, high-end services, or relationship-driven sales
Prior sales or outbound calling experience
A naturally warm, composed presence under pressure
A track record of long-tenured, stable employment
Schedule
5 days per week, 9:30am–7:00pm EST
One weekend day required (Saturday or Sunday)
Remaining days Monday–Friday (4 weekdays + 1 weekend day)
Compensation
Competitive, above-market pay for the right candidate.
Why Join Us
Represent a respected luxury brand with real authority
Long-term, stable role in a quality-first culture
Work with high-value clients where excellence is recognized
Real ownership of the client experience, without micromanagement

Work arrangement
No