Job Summary: We're looking for an expert in online sales strategies and the various platforms used to conduct digital sales and client conversations on our website. This position answers calls from customers who want to place an order from the Longchamp e-commerce website, answers incoming phone calls and email inquiries from customers who want to place an order from the Longchamp company website and collaborates with management to stay updated on new products, services and policies.
Essential Duties & Responsibilities:
- Manages all customer web and phone inquiries for www.longchamp.com: Return authorization requests, product search, demonstrating strong, suggestive selling techniques by engaging with clients to sell and upsell accordingly.
- Actively listens to customer feedback on products to provide suggestions to production and design.
- Improve quality service by recommending improved processes; recommend ways of improving and identifying new product and service applications.
- Responds to customer inquiries by understanding products; reviewing previous inquiries and responses and researching information provided. Gaining their own knowledge about product/reviewing previous questions/answers in order to be successful in the position during downtime.
- Resolves product or service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to resolve the problem.
- Follows up to ensure satisfactory resolutions are provided.
- Monitors customer satisfaction levels and develop methods to increase satisfaction levels.
- Assists in creating ways to deliver excellent customer service and improve complaint and resolution.
- Serves as a liaison between warehouse to ensure orders are up to date, requiring clear and pro-active communication with the Warehouse team members & customers, back and forth throughout the day.
- Manages US backorders by working closely with Buying for international orders and coordinates wait-listed back ordered items.
- Works closely with shipping team and carriers (when items are not delivered) in handling lost or missing packages.
- Provides accounting with charge back information when there is a website charge back for credit card fraud/investigations.
- Other duties as assigned.
Minimum Requirements:
- Minimum of high school diploma or equivalent.
- 2-4+ years of customer service and/or retail experience, preferably in fashion or luxury retail.
- 2+ years in an e-commerce focused role preferred.
- Ability to communicate clearly and professionally to customers and team members alike.
- Proficient computer skills (MS Office Suite, Excel).
Knowledge, Skills and Abilities:
- E-commerce background, experience with Magento and CyberSource would be a plus.
- At least 1 year of office/administrative related work.
- Exceptional written and verbal communications.
- Ability to work under pressure while maintaining a positive attitude.
- Fast learner with the ability to absorb information and adhere to customer service procedures accurately.
- Ability to type quickly and accurately.
- Excel in selling.
- Understands brand history, product information, and e-marketing/promotional programs.
- Must be available to work on Black Friday, Christmas Eve and the day after Christmas.
- Must be able to work flexible hours during the weekends/holidays.
- Must be able to manage heavy customer phone lines and emails.
- Bilingual candidates are encouraged to apply. Knowing Spanish would be a plus.
Physical Demands & Working Conditions:
- Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
· Proficient user of IT systems, both customer service specific and Windows packages.
Job Type: Full-time
Pay: $24.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Experience level:
- 2 years
Shift:
- Day shift
Weekly day range:
- Monday to Friday
- Weekend availability
Work setting:
- Remote
Work Location: Remote
$ads={1}
$ads={2}