Ecommerce Customer Support Specialist (Part-Time)

Lyssé New York•Indianapolis, IN

About The Position

We are seeking a dedicated Ecommerce Customer Support Specialist to join our dynamic team. In this role, you will serve as the first point of contact for our online customers, providing exceptional support and ensuring a seamless shopping experience across all channels. You will handle inquiries related to orders and products via chat, email, and phone while collaborating with other departments to resolve issues and enhance the overall customer journey. This position encompasses customer service excellence, operational efficiency, and continuous improvement of our automated support systems. You will play a key role in maintaining high customer satisfaction scores, managing our loyalty rewards program, and supporting proactive outreach for order issues. The primary focus is elevating the customer experience on Lysse.com by providing personalized product recommendations and delivering a boutique-like experience for our VIP customers. The ideal candidate will have a love of fashion, a knack for building and maintaining relationships, and a drive to ensure our customers' experience exceeds all expectations.

Requirements

Strong commitment to providing outstanding customer service and creating a positive shopping experience.
Polished professional presence and demeanor.
Ability to work collaboratively with other team members and departments to achieve common goals.
Ability to make decisions and work with little supervision
Detail-oriented with strong organizational skills and the ability to manage multiple tasks efficiently.
Excellent verbal and written communication skills. Ability to convey information clearly and professionally.
Familiarity with ecommerce platforms and customer support tools. Proficiency in Microsoft Office Suite.
Strong problem-solving skills with the ability to think critically and resolve issues effectively.
Self-confident, self-motivated, self-starter, flexible, results-oriented and success driven
Interest in Fashion

Nice To Haves

Bachelor’s degree in Business, Fashion Merchandising, or related field is a plus.
Preferred 1 year of experience within specialty retail setting
Experience within women’s apparel industry a plus
Experience using Zen Desk and Shopify a plus.

Responsibilities

Respond to customer inquiries via email, chat, phone, and social media in a timely and professional manner.
Address questions related to order status, product details, returns, and exchanges.
Interact with giveaway winners to coordinate prize fulfillment and ensure a positive brand experience.
Communicate proactively with flagged customers regarding order shorts, shipping delays, and other logistics issues.
Assist customers with order placement, tracking, modifications, and cancellations.
Ensure accurate and efficient processing of orders.
Manage the returns and exchange process, ensuring that it is smooth and customer friendly.
Process refunds and exchanges promptly.
Encourage return customers to consider exchanges, helping to retain revenue and increase overall quarterly sales.
Perform regular cleanup of paused orders in the ERP system to maintain accurate order flow and inventory.
Become a Lyssé Product Expert to provide customers with an elevated shopping experience surrounded by recommendations.
Maintain a comprehensive understanding of our fashion line, including their features, sizes, and availability.
Maintain CSAT scores consistently above 4 out of 5 within the customer service platform.
Moderate AI-generated customer service responses to ensure accuracy and brand voice consistency.
Assist in building out and improving the automated customer service suite.
Maintain regular average ticket response SLAs (under 1 business day).
Manage the Lysse.com rewards system, ensuring optimal point distribution and program functionality.
Communicate website glitches.
Investigate and resolve customer complaints and issues, collaborating with other teams as needed to ensure customers are satisfied with the resolution.
Collect and analyze customer feedback to identify trends and areas for improvement.
Assist the Ecommerce team as necessary with individual projects.
Share insights with the team to enhance the ecommerce experience.