Customer Service Representative

Job Title: Customer Service Representative

Location: Remote

Job Description:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. The ideal candidate will be passionate about providing exceptional customer experiences and will play a pivotal role in maintaining the high standards of service that our brand is known for. As a key point of contact for our customers, you will ensure that all inquiries are handled efficiently and professionally, enhancing customer satisfaction and loyalty.

Key Responsibilities:

• Customer Interaction: Handle customer inquiries through various channels including email, live chat, and social media, providing timely and accurate responses. Utilize the Gorgias platform to manage and track customer interactions, ensuring all communications are logged and addressed effectively.
• Order Management: Assist customers with order placements, modifications, and tracking, ensuring a seamless shopping experience. Resolve any issues related to shipping, returns, or exchanges in a courteous and efficient manner.
• Product Knowledge: Maintain an in-depth understanding of client's product line, including materials, sizing, and care instructions, to offer knowledgeable advice and recommendations to customers.
• Problem Resolution: Identify and resolve customer complaints or concerns with a focus on achieving positive outcomes. Work closely with other departments to ensure that customer issues are addressed promptly and satisfactorily.
• Customer Retention: Engage with customers to build relationships and foster loyalty, utilizing feedback to improve service delivery. Proactively follow up with customers to ensure their satisfaction with their purchases and overall shopping experience.
• Reporting and Analysis: Monitor and report on customer service metrics, including response times and customer satisfaction scores. Use data insights to suggest improvements to processes and customer interactions.

Requirements

• Previous experience in a customer service role, ideally within the fashion or e-commerce industry. Experience with the Gorgias customer service platform is highly desirable.
• Excellent written and verbal communication skills, with a strong ability to convey information clearly and effectively. Multilingual abilities are a plus.
• Familiarity with e-commerce platforms and customer service tools, particularly Gorgias. Comfortable using technology to manage workflows and improve efficiency.
• Demonstrated ability to think critically and resolve customer issues with a solution-oriented mindset.
• Strong interpersonal skills with the ability to build rapport and maintain positive relationships with customers and team members alike.
• A meticulous approach to work, ensuring that all customer interactions are handled with care and precision.