Digital Customer Service Assistant, SMCP Group

SMCP NORTH AMERICA (US, CANADA)•New York, NY

6d•$23 - $25•Hybrid

About The Position

SMCP is seeking a Digital Customer Service Assistant to support the day-to-day customer service and operational functions of their digital business. This role will involve working closely with the Digital Operations Manager, third-party customer service partners, and retail boutiques across the US and Canada to ensure accurate order management and an exceptional customer experience. The position is based at the SMCP North America Headquarters in New York City.

Requirements

1 - 3 years’ experience in customer service or retail
Must be proficient in Microsoft Excel and Microsoft PowerPoint
Strong organizational and multitasking skills
Analytical thinking to identify and resolve complex customer service issues
Excellent written and verbal communication
Ability to collaborate across departments and international teams
A customer-focused mindset with an interest in E-commerce

Nice To Haves

Prior experience with Manhattan Active Omni, Adyen and/or Salesforce a plus

Responsibilities

Coordinate with our third-party customer service provider to ensure that customer inquiries are answered in an accurate and timely manner and recurring customer pain points are identified and resolved.
Ensure third-party customer service agents consistently reflect the brand's tone, values, and service standards by conducting biannual training sessions, maintaining an up-to-date knowledge base, and developing customer service macros to promote consistent and accurate customer interactions.
Continuously improve customer service processes by implementing strategies that increase first-contact resolution rates, reduce the need for multiple follow-ups, and achieve targeted improvements in average case resolution times.
Perform manual refunds, price adjustments and create customer site credits when necessary.
Partner with the eCommerce team to translate customer insights into website and operational improvements, while tracking and reporting contact drivers to identify trends and eliminate recurring issues.
Communicate regularly with retail teams across the U.S. and Canada to provide updates and resolve inquiries related to online customer orders and refunds.