What You 'll Be Working On:
Customer Support (50%)
* Customer-facing everyday: provide best-in-class customer support to all customers; fielding questions and providing upbeat, customized support
* Review ticket responses to meet quality standards and improve current processes where necessary
* Maintain alignment with all brand and marketing initiatives, and be up-to-date with new launches, new materials, sizing etc.
Customer Experience (30%)
* Resolve customer requests in a timely manner by going above and beyond to ensure a consistently great experience and satisfactory resolution to all customer interactions
* Identify customer needs or desires in order to recommend the appropriate products and drive for sales increasing solutions
* Deliver surprise and delight moments to ensure an exceptional experience where possible
Reporting and Operations (20%)
* Tackle day to day operational tasks, such as processing and facilitating returns/exchanges between customers and fulfillment team
* Report on key customer service metrics and share learnings and insights regularly
* Coordinate/liaison between customers, fulfillment/warehouse team and in-store sale associates
* Maintain alignment with all brand and marketing initiatives, and be up-to-date with new launches, new materials, sizing etc.
What You 'll Bring
* Outstanding communication skills and ability to work with multiple personalities
* Attention to detail to be able to provide written communication to customers that free of spelling or grammatical errors
* Ability to multitask since some tasks will require to communicate with multiple customers at one time
* Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner
Additional Requirements:
* 1+ years experience in a customer facing environment in either customer service or hospitality
* Proficient in written and verbal English
* Easily adaptable to an ever changing work environment
* Ability to work nights and/or weekends
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