Customer Experience Associate
Lifestyle Brand Is Seeking a Customer Experience Associate.
Check all associated application documentation thoroughly before clicking on the apply button at the bottom of this description.
This is a forward-facing role that requires attention to detail and the ability to juggle many tasks. A strong emotional intelligence (EQ) is also essential.
Responsibilities :
- Work collaboratively with our customers / clients by phone, email, text, and social media.
- Proactively communicate with customers on any potential order issues and offer speedy solutions to achieve their satisfaction.
- Work closely with our vendors and in-house fulfillment manager to ensure all transaction aspects are handled properly.
- Maintain the highest level of product knowledge and expertise.
- Educate customers on all products or services, respond promptly to inquiries, and help resolve any issues.
- Communicate with shipping carriers on order issues, damages, delays, and lost packages to ensure credits are received and customers are properly serviced.
- Document returns and exchanges accurately for record-keeping.
- Issue credits and refunds for returns and adjustments daily.
- Record vendor fulfillment / damaged goods issues for credit reconciliation purposes.
- Monitor and record customer feedback, relaying necessary information to internal teams regarding customer matters.
- Document trends and patterns reported by customers pre- and post-purchase (product issues, shipping issues, website issues), and communicate all relevant information for resolution.
- Consistently seek ways to improve the customer journey through situational learning and competitive research.
- Provide assistance to the founder on customer-centric activities.
Requirements & Qualifications :
- Prior customer service or sales experience is ideal.
- Ability to work independently and manage your own time and workload confidently.
- Strong computer skills; previous experience with Shopify or backend management is a plus.
- Strong verbal and written communication skills and excellent organizational skills.
- Able to excel individually and as part of a collaborative team, and jump in where needed.
- Proven ability to multitask and handle high volumes of calls / emails successfully.
- Capable of efficiently managing multiple tasks in a fast-paced environment while maintaining exceptional accuracy.
- Passion for home or luxury goods, translating to expertise that enhances the client experience.
Salary : $50,000-$60,000
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