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Customer Care Representative

Job Details

ViX Paula Hermanny is an internationally recognized luxury swimwear and resortwear brand inspired by the effortless elegance of Brazilian beach culture. Known for its impeccable fit, elevated design, and sophisticated aesthetic, ViX continues to grow globally, delighting customers with timeless pieces that celebrate quality, craftsmanship, and style.

We are currently looking for a Temporary Customer Care Representative to support our E-Commerce team. This on-site position in California reports to the Customer Care Manager and plays a key role in representing the ViX brand through thoughtful, high-touch service across all customer communication channels.

This is an exciting opportunity for someone who is customer-obsessed, solutions-oriented, and thrives in a fast-paced environment. In this role, you will support customers via phone, email, live chat, and social messaging, help resolve order and delivery issues, and support the warehouse team as needed with returns and fulfillment. The ideal candidate is proactive, detail-oriented, and committed to delivering a luxury experience at every touchpoint.

  • As a Customer Care Representative at ViX Paula Hermanny, you will:

    • Serve as a direct point of contact for customers via phone, email, live chat, and social media messaging, ensuring timely, professional communication.
    • Act as a brand ambassador, maintaining a luxury brand voice and a positive, courteous customer experience.
    • Assist with order placement, product questions, fit guidance, exchanges, and returns, ensuring accuracy and follow-through.
    • Resolve issues involving damaged, missing, or incorrectly sent items, including coordinating replacements and necessary parts/products.
    • Manage and follow through on carrier claims (e.g., FedEx) for lost packages and maintain clear documentation and logs.
    • Communicate with customers returning items in unacceptable condition, ensuring adherence to policy while maintaining professionalism.
    • Collect and relay customer feedback and recurring issues to help improve processes and customer satisfaction.
    • Maintain detailed and accurate records of all customer interactions in the CRM/ticketing system.
    • Support monthly reporting by organizing customer care trends, issues, and procedural improvements.
    • Support the warehouse team as needed, including helping process returns and occasionally assisting with pick/pack/ship operations.
  • No prior experience is needed
  • 401(k)
  • Paid time off
  • Vision insurance
  • Health savings account
  • Dental insurance
  • Flexible spending account
  • Disability insurance
  •  
  • Full-time
  • Part-time
  • $24 – $26 an hour