Customer Care Support

POSITION DESCRIPTION

DEPARTMENT :   Customer Service

LOCATION :   Support Center - Americas

REPORT TO :   Customer Experience Manager

SHIFT : Thur, Fri, Sat, Sun, Mon (9-5PM EST)

POSITION PURPOSE & EXPECTATION

You are a wonderful communicator. You can put people at ease because you are natually patient and attentive. You can easily phrase a conversation positively at all times. You are calm, goal-oriented and can handle surprises.

You have excellent product knowledge. You instantly recognise the 10+1 Culture Commitments as being part of your love for Lovisa.

We’re looking for a calm, detail-oriented Customer Care Support team member to help deliver an exceptional Lovisa.com experience for our customers across the East Coast of North America. In this remote role, you’ll manage customer inquiries through live chat, email, and phone, ensuring every interaction is handled with care and resolved within our 24-hour service standard.

ROLE OVERVIEW

• Every piece of feedback is important to our website offer, be it in the service delivery of getting an item to our customer on time, or directing an international or regional customer purposefully to their nearest Lovisa store.
• The customer experience support role is to capture, report, and resolve the feedback from our Customers in regard to their experience using Lovisa.com
• Management of customer emails with daily priorities of correct response, follow-up, and resolution is key to this role. Keeping them on script and knowing when to escalate for 100% satisfaction is your priority.
• Assisting with the language and descriptions and promises of the online product detail is key to delivering our customer what they want; providing our Content team with the key words to use or avoid.
• Problem solving for customers may arise from time-to-time, you will continuously develop your understanding of our customer and will continuously improve on output to enhance the customer experience.
• You are the gatekeeper and editor of the Lovisa Store Locator service; keeping the world up to date with our available stores around the globe.
• This role offers a great opportunity to acquire a broad knowledge of dotcom procedures within a hands on and productive environment.
• You will be an excellent multitasker with the ability to speak the Lovisa lingo during live chat sessions with our customers globally.

ROLE OBJECTIVE

REQUIREMENTS OF THE ROLE

ATTRIBUTES REQUIRED

YOUR CAREER PATH

This role will have many touchpoints with the online team. Depending on your success, skill set and desire, the customer care support team memeber will have exposure to service delivery management, fulfillment management, content management, and customer engagement (EDM) coordination.