E-Commerce Customer Service Specialist (1St Shift)

E-COMMERCE CUSTOMER SERVICE SPECIALIST (1st Shift)

Job Details

Job Type

Part-time

New York, NY

Description

Title: E-Commerce Customer Service Specialist

Reports To: E-Commerce Manager/Web Analyst

Department: E-Store

Location: Remote

FLSA Status: Non-Exempt

Date Revised: July 24, 2023

Job Summary

The E-Commerce Customer Service Specialist will act as a liaison between our customers, warehouse, and eCommerce team. They will provide product and services information and resolve any emerging problems that our customers might face with accuracy and efficiency. They will need to be passionate about handbags and genuinely excited to help customers. The ideal candidate is patient, empathetic, and communicative. Customer service specialist can put themselves in their customers’ position and advocate for them when necessary. Customer feedback is priceless, and we will rely on you to gather all this feedback and give insight to the eCommerce business manager to help improve the customer experience. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they do not have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. The Customer Service Specialist works within the sales and support teams for the achievement of customer satisfaction, revenue generation, and long- term account goals in line with company vision and values.

Essential Duties & Responsibilities

Schedule hours: Monday, Thursday, Friday 5PM - 10PM EST. Saturday and Sunday 9AM - 5:30PM EST

Assist customers with order inquiries via several channels: chat, email, and telephone to identify and assess customers’ needs and achieve their satisfaction.

• Generate reporting for the department related to customer service KPIs, shipping and delivery issues, and overall customer feedback.
• Handle customer complaints including escalations, provide appropriate solutions, and follow up to ensure resolution.
• Utilize interactions with the end-consumer to identify and suggest ways to improve the customer experience through improved processes and site updates.
• Provide accurate, valid, and complete information by using the proper methods and tools.
• Follow communication procedures, guidelines, and policies.
• Boost conversion rates by turning visitors into buyers, upselling and suggesting add-ons to increase UPT’s.
• Build sustainable relationships and trust with customers through open and interactive communication.

Liaise with our Operations, Buying, Finance & Logistics teams for order management.

Requirements

Minimum Requirements

• Passionate about fashion and have a good understanding of fashion brands and excited for evolving e-commerce.
• Exceptional written and verbal communication.
• At least 1 year of office/administrative related work.
• E-commerce background, experience Salesforce, Cegid, Adyen products is a plus.
• Minimum associate degree Required.
• Must be able to manage heavy customer phone lines and emails.
• Must be available to work on Black Friday, Christmas Eve and the day after Christmas.
• Proficient user of Microsoft Office applications, including Excel and PowerPoint required.
• Understands brand history, product information, and e-marketing/promotional programs.
• Bilingual candidates are encouraged to apply. Knowing Spanish or French would be a plus.
• Knowledge, Skills and Abilities
• Must be able to work flexible hours during the weekends.
• Ability to work under pressure while maintaining a positive attitude.
• Two plus years of customer service, e-commerce and or retail experience, preferably in fashion or luxury retail.