E-Commerce Customer Service Specialist

Rag & Bone•New York, NY

114d•$22 - $23•Remote

About The Position

The role of the Customer Service Agent is to deliver a best-in-class customer experience for the rag & bone community. You will be the first point of contact for all the rag & bone ecommerce customers as well as assist with queries from the retail community. It is essential that you are acting as a brand ambassador to ensure outstanding service, shopping experience, and product expertise.

Requirements

1-2 years of multi-channel customer service experience, preferably in a DTC model
Strong written and verbal communication skills
Sales Driven with clientele experience
Exudes a proactive, customer first, approach
Capability to multi-task and operate multiple platforms simultaneously
Strong organization and follow-up skills are essential
Able to adapt to a rapidly shifting environment and a "can-do" attitude to solve any issues customers
Ability to work a flexible schedule based on business needs which includes, evenings, weekends, and holidays

Responsibilities

Support a best-in-class level of customer service through extensive product knowledge
Ensure that an excellent customer experience is given to every customer
Be the first point of contact for any customer issues and complaints in an omni-channel setting, ensuring a resolution takes place in a timely manner through email, chat, phone, and social media communications
Assist customers on all inquiries which will involve product inquiries, returns, delivery, payments, placing orders, sourcing product, etc.
Meet KPI’s which will include sales, quality, productivity targets, contact resolution, CSAT scores, and overall departmental goals
Work with internal colleagues to improve service, knowledge, and solve a customer’s query in a timely, efficient manner
Understand and exemplify the rag & bone brand philosophy and lifestyle
Maintain a knowledge and understanding of all Policy and Procedure