As a Customer Service Representative, you are responsible for all inbound and outbound customer service calls, emails and chats, while providing an outstanding customer experience through timely and effective resolution of customer service enquiries and issues. You are a key member in the Customer Experience team, that is across all Customer Service-related enquiries.The role is only open to US and Canadian residents.
Responsibilities & Duties
- Work in a fast-paced environment, no two days are ever the same
- Coordinate, resolve and handle customer service contact and requests from all platforms (emails, chat, phone, DM’s), with on brand responses, in a timely & efficient manner
- Supporting our Customer Experience Team Lead with fulfillment checks and liaising with postal services to ensure orders are being dispatched in line with our service level agreements
- Reviewing payment portals, processing chargebacks, and working with our fraud prevention programs
- You demonstrate effective communication, initiative, and a can do attitude in your work, liaising closely with other team members and internal stakeholders
Required Qualifications
- Customer support experience in a similar role
- Experience in Retail or FMCG environment, highly regarded
- Confident using Customer Relationship Management software (eg: Klaviyo, Zendesk, Gorgias, Shopify)
- Strong understanding of postal carriers - DHL international and UPS is preferred
- Familiarity with fraud prevention software and charge backs is ideal but not essential
- Background in handling payments, refunds, and familiarity with payment gateways (Braintree, PayPal etc) will be highly regarded
- Proficiency in Microsoft Office Suite (Word, Outlook, Excel)
- Excellent problem solving, critical thinking and fantastic time management
- Clear and concise communication skills
- A team player who values their co-workers, respects others and can work in unity to achieve company goals
A Few Of Our Benefits
- Culture focused on wellbeing, innovation, and growth
- Merchandise benefits and generous salary
- Highly creative and socially connected team environment
- Healthcare and 401k package
Note:This position is only open to US and Canadian residents, please do not apply if you do not reside in this two countries.
We make hiring decisions founded by your passion, experience, and skillset. If you are going to apply and would like reasonable adjustments or to note which pronouns you use at any point in the application or interview process, please let us know.
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