E-Commerce Customer Service Assistant
SCOOP, “The Ultimate Closet,” is committed to providing its clients with a professional, energetic shopping environment, with superlative customer service. We set the standards high and are always looking for candidates who share that philosophy. We maintain a high standard of fairness to our clients and our employees and promote responsibility, opportunity and ownership.
Responsibilities
- Participate in the receiving processes, product storage, customer service and pick/pack web order fulfillment functions.
- Ensure inbound products and outbound orders are processed accurately, securely and within agreed service levels.
- Act as one of the primary points of contact for all customers
- Assist customers and communicate promptly and professionally to inquiries concerning customer orders or returns via email or by phone
- Assist customers to register online and/or to process their orders
- Become familiar with the ever-changing product, designers and assortment to best assist the customer with product inquiries
- Communicate with ecommerce, brick and mortar store staff and the warehouse staff to solve customer issues.
- Maximize cross sales opportunities in all email and phone correspondence by suggesting related products to original inquiries, as well as alternatives to sold out requests.
- Handle complaints and when necessary escalate process to resolve customer problems as quickly as possible. Work with difficult customers in a professional manner, turning a bad customer experience into a positive one.
- Ensure that the in-house processes and procedures are adhered to at all times
- Maintain a high level of service awareness at all times
- Observe at all times client confidentiality and company policy surrounding data protection and security.
- Ensuring all work areas are clean and tidy
- Ad hoc duties
Requirements
- An appreciation and understanding of the importance of customer care as a function within the business and contribute ideas within the team to improve the customer experience.
- Excellent work ethic / driven to deliver the best and lead by example
- Fashion industry experience or a genuine interest in fashion an advantage but not essential
- Proven experience as a Sales Assistant or similar in a luxury goods environment such as retail, hospitality or travel
- Experience as a sales associate within luxury retail is an advantage but not essential.
- Ability to trouble shoot and to have a pro-active approach to sales and customer service. To show initiative and put forward ideas to constantly improve customer experience
- Proven track record of building professional relationships specifically in regard to building a rapport with customers including dealing confidently with highly demanding clientele
- Articulate with exceptional writing skills (including impeccable spelling and grammar)
- Proven ability to work to stringent deadlines
- Experience with Microsoft office applications (Excel and Outlook essential)
- Previous experience of a CMS system or similar desirable but not essential
- Knowledge of Data Protection issues desirable but not essential
- Good team player, hard worker and willing to be flexible
- Must be able to work as part of a diverse team
- Ability to take initiative and learn quickly with a very positive attitude at all times
- Must be reliable with excellent organizational skills and great attention to detail
- Please note, this role involves light physical work including lifting and stretching.
Salary: $18.00 /hour
Required experience:
Required education:
» Apply Now
Please review all application instructions before applying to Scoop NYC.
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» Apply Now
Please review all application instructions before applying to Scoop NYC.
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