Milano Jewelry is a fine jewelry retailer headquartered in New York. We are looking for a driven, experienced and organized Customer Service Specialist. The ideal candidate is responsible for providing our customers with a delightful, frictionless experience.
As a part of the role, you will be required to handle the following:
- Customer service inquiries by Phone or via our ticketing software (Gorgias)
- Coordinate placement and receipt of special orders
- Assist in packaging and shipping e-commerce orders, special orders and repair jobs to customers
- Process E-Commerce Orders
- Oversee ad-hoc projects from start to finish and assist in implementing structured customer service processes
- You need to be extremely well organized and enjoy the daily challenges of helping customers
Responsibilities
- Utilization of proper processes and procedures for shipping and handling customer service requirements
- Receive and Inspect any incoming special order or customer repair packages
- Establish performance benchmarks and be upheld to those goals
- Contribute and work with other teams as needed
- Ensure timely fulfillment of orders and customer service issues to ensure customer satisfaction
- Resolve customer conflicts and handle escalation procedures
Qualifications
- Bachelor's degree or equivalent experience
- 3+ years of customer service
- Excellent written and verbal communication skills
- Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.) and ticketing software such as Zendesk/Freshdesk/Gorgias
- Experience with Shopify/WooCommerce (any other CRM or E-Commerce platform)
- Self-motivated and team-oriented with a drive to grow beyond the scope of this role
- Solution-oriented with the ability to troubleshoot and resolve issues that arise independently
- Previous luxury or fashion industry experience is a plus