Ecommerce Customer Service Rep

POSITION SUMMARY

THE E-COMMERCE CUSTOMER SERVICE REPRESENTATIVE WILL PROVIDE BEST IN CLASS SERVICE THAT CAN SUPPORT ALL CUSTOMERS FROM A STYLING, SALES AND ISSUE RESOLUTION PERSPECTIVE. THIS POSITION IS RESPONSIBLE FOR FOCUSING ON CUSTOMER SATISFACTION WITH THE HIGHEST DEGREE OF PROFESSIONALISM AND ENTHUSIASM.   THE INDIVIDUAL WILL BE IN AN EXTRAORDINARILY CUSTOMER-FOCUSED AREA AND REQUIRES A POSITIVE INDIVIDUAL WHO CAN GIVE OUR CUSTOMERS CONFIDENCE IN OUR BRAND, PEOPLE AND PROCESSES. THIS POSITION MAY REQUIRE EXTENDED HOURS AND FLEXIBILITY TO WORK OVER THE WEEKEND.

KEY RESPONSIBILITIES:

  • PROVIDE PROFESSIONAL ETIQUETTE AND FIRST POINT OF CUSTOMER CONTACT VIA PHONE, CHAT, AND E-MAIL COMMUNICATIONS TO INQUIRIES.
  • BUILD AND MAINTAIN STRONG AND LOYAL BUSINESS RELATIONSHIPS WITH CUSTOMERS BY PROVIDING PROMPT AND FRIENDLY SERVICE.
  • PROVIDE EXCELLENT CUSTOMER SERVICE THROUGH FAST AND ACCURATE ISSUE ANALYSIS, CRITICAL THINKING, COMMUNICATION, AND COORDINATION WITH OTHER TEAM MEMBERS OR DEPARTMENTS TO RESOLVE ISSUES.
  • PROCESS PRODUCT RETURNS AND REPAIRS, INCLUDING LOGGING AND PROVIDING CORRESPONDING PAPERWORK TO ACCOUNTING.
  • MAINTAIN CUSTOMER AND TRANSACTION RECORDS IN COMPANY DATABASE.
  • MAKE DECISIONS BASED ON WHAT IS BEST FOR THE CUSTOMER WHILE PROTECTING OUR BRAND.
  • EXEMPLARY FOLLOW THROUGH TO ENSURE A TIMELY RESPONSE AND RESOLUTION ON ANY ISSUES.
  • UNDERSTAND BRAND POLICIES AND PROCEDURES.
  • ADDITIONAL TASKS MAY BE ASSIGNED.

QUALIFICATIONS/EXPERIENCE:

  • MUST HAVE A MINIMUM OF THREE (3) YEARS OF EXPERIENCE IN CUSTOMER SERVICE, WITH AN E-COMMERCE COMPANY, CALL CENTER, RETAIL PREFERABLY GAINED IN THE APPAREL, LUXURY ENVIRONMENT
  • EXEMPLARY INTERPERSONAL COMMUNICATION SKILLS BOTH VERBAL AND WRITTEN
  • MUST BE AN ANALYTICAL THINKER AND HAVE THE ABILITY TO RESOLVE ISSUES QUICKLY
  • MUST HAVE COMPUTER SKILLS INCLUDING EXPERIENCE WITH MS OFFICE APPLICATIONS
  • HIGHLY COLLABORATIVE IN AN OPEN-SPACE ATMOSPHERE
  • POSITIVE, FRIENDLY, “CAN-DO” ATTITUDE!
  • BACHELORS’ DEGREE OR EQUIVALENT COMBINATION OF WORK EXPERIENCE WITHIN A CUSTOMER SERVICE, MARKETING, OR SALES ROLE
  • FLEXIBLE TO WORK EXTENDED/WEEKEND HOURS
  • CANDIDATES MUST BE MOTIVATED, PATIENT, AND DETAIL-ORIENTED

COMPENSATION

THE SUCCESSFUL CANDIDATE WILL ENJOY A COMPETITIVE COMPENSATION PACKAGE INCLUDING BASE SALARY AND FULL HEALTH BENEFITS.