Customer Service Representative

At Maxima Apparel, we are on a mission to revolutionize the fashion industry by setting new standards in agility and innovation. Our production platform proudly serves some of the industry's leading companies. As we continue to expand our portfolio of brands and licenses, our Ecommerce Department is seeking a motivated Customer Service Representative to help elevate our Pro Standard brand to new heights. This role covers our overnight support window, ensuring customers in the Americas receive timely assistance around the clock.

RESPONSIBILITIES

• Respond promptly and professionally to customer inquiries via Zendesk, Meta, and other platforms during the night shift (IST).
• Identify and assess customer needs to provide appropriate and efficient solutions.
• Coordinate with other departments to gather information and resolve customer issues, including structured handoffs to day-shift teams in other time zones.
• Provide regular updates to customers on the status of their inquiries or incidents as needed.
• Gather customer feedback and suggestions to identify areas for improvement.
• Collaborate with the team to implement enhancements and optimize customer service processes.

QUALIFICATIONS

• Minimum 1 year of experience in customer service or a similar role, preferably supporting US/international customers.
• Advanced English - both written and spoken.
• Willingness and ability to work permanent night shifts on-site, including weekends on rotation.
• Ability to lead problem-solving activities.
• Exceptional attention to detail and organizational skills.
• Experience using customer service platforms such as Zendesk, Meta, and instant messaging systems.
• Knowledge of Zendesk, Meta Business Suite, Microsoft Office Suite, and the ability to learn and master additional tools.
• Ability to successfully manage multiple tasks in a fast-paced environment.
• Basic understanding of the sportswear industry and product fulfillment processes is a plus.

WHO YOU ARE

• Excellent time management and prioritization skills while handling multiple projects simultaneously.
• Strong interpersonal and communication skills, with the ability to interact at all levels.
• Comfortable working independently overnight with minimal real-time supervision.
• Flexible and able to adapt to rapid changes in the work environment.
• Detail-oriented and highly organized, with the ability to work with a high degree of accuracy.

Job Type: Full-time.

Schedule:

• 8-hour night shifts (approx. 7:30 PM - 4:30 AM IST, aligned to Mexico City business hours).
• Monday to Friday / Weekend shift: Thursday to Monday, with Tuesday and Wednesday off.