Customer Support Specialist Shopbop

Details

• Act as a Brand Ambassador for Shopbop, providing world-class service to all Customers
• Be the first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone, live chat and/or social media
• Provide Customers with critical service and product information, ensuring customer satisfaction
• Demonstrate sound understanding and comprehensive knowledge of the Shopbop’s full range of products and services
• Handle customer inquiries and/or cases through different channels in a timely and professional manner decisions in consideration of the policies and procedures within the Service Level Agreement
• Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers’ voices
• Utilize a variety of software programs to resolve customer inquiries
• Work with external shipping contractors to assist customers with both domestic and international issues
• Experience using English communication skills, both written and verbal, to foster seamless interaction with stakeholders at all levels
• Experience in resolving conflicts and set appropriate expectations with customers
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience working in fast paced environments, and managing workload even during times of stress, or escalated activity
• Knowledge of Windows desktop environment and use of Word, Excel, IE, Firefox etc.
• High School diploma or equivalent
• 2+ years within a luxury customer service-focused environment, such as contact center and/or luxury retail. Direct customer phone/email experience.
• The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turn on the camera when requested by leadership
• The ability to meet the Shopbop and Amazon Customer Contact Center Guidelines and expectations which includes using a wired, high-speed Internet, Modem or Router w/ Ethernet Port – Customer Support Specialists must connect directly (No Satellite Internet or Wi-Fi)
• Proficiency in basic math with ability to compute refunds before and after discounts, and apply specified percentages, tiered promotional codes, and partial discounts to orders
• This is a Remote Role and requires a home work area that is free from background noise where you can connect to the internet and work on your deliverables