Customer Care Representative

Dôen•Los Angeles, CA

2d•$23 - $25•Hybrid

About The Position

DÔEN is seeking a high-energy Customer Care Representative with an entrepreneurial spirit to join our team on a full-time basis. We are looking for someone who loves creating exceptional experiences for our customers and understands both the importance of extraordinary customer service and its intrinsic value to a direct-to-consumer model. The ideal candidate will have prior experience in customer service, have a customer-comes-first attitude, and will be eager to find solutions to their inquiries. This candidate will report to our Customer Care Manager and is expected to work on special event days, such as sales, some holidays, and launches, when we experience particularly high traffic and a high volume of inquiries. The position will also develop strong relationships with various other departments regularly.

Requirements

Minimum 2 years of relevant experience
Energetic, confident and adaptable personality
Excellent communication and problem-solving skills
Demonstrate ability to foster and maintain a respectful work environment
Open availability, flexible schedule including early mornings, evenings, weekends and some holidays
Background working within ERP and Ecommerce platforms
Knowledge of Customer Care Software, Chat and SMS Programs
Strong verbal skills, written and spoken
Strong problem-solving skills
Clear and effective communication
The ability to prioritize multiple tasks in a fast-paced environment
The ability to work a flexible schedule: the hours and schedule for this position will vary by week depending on business needs and especially during high traffic events: Sales and Launches

Nice To Haves

Knowledge of Gladly and Netsuite preferred
Degree preferred but not mandatory

Responsibilities

Provide the highest level of customer care to a loyal and growing customer base across channels (email, phone, SMS, text, live chat, and social media)
Assist customers with a variety of transactions through a seamless and friendly experience
Provide shipping updates and troubleshoot shipping issues with courier and Distribution Center
Work with cross functional departments to understand product shipment cycle and advise customers on product availability
Assist customers with fit and sizing advice and product inquiries; provide styling advice to customers when requested
Navigate customers through website troubleshooting, FAQs and policies
Communicate errors detected as needed to management and/or cross-functional teams
Collect and relay customer feedback for continuous improvement initiatives
Defuse customer situations and provide resolution in a timely and effective manner
Effectively utilize resources to resolve issues independently and escalate when appropriate
Other tasks are assigned as needed to support business needs