Company Description
The Center Brands is looking to expand our customer service team by adding an E-Commerce Customer Service Representative. In this role, you will get the opportunity to provide excellent customer service for customers across multiple brands in The Center's portfolio, eventually specializing in one brand. This role is great for someone passionate about the beauty industry who's looking to work at a fast paced, exciting beauty company with lots of opportunities to learn and grow.
Role Description
This is a Full time on-site role for an E-Commerce Customer Service Representative located in West Hollywood, CA. The E-Commerce Customer Service Representative will be responsible for addressing customer inquiries and concerns via social media, ensuring customer satisfaction, and providing exceptional customer service. Day-to-day tasks include responding to customer emails and phone calls, troubleshooting order issues, assisting with product information, processing returns and exchanges, and maintaining a positive customer experience throughout all interactions.
Qualifications
- Customer Service Representatives and Customer Support skills
- Experience in Customer Satisfaction, Customer Service, and ensuring a high level of Customer Experience
- Excellent communication and interpersonal skills
- Ability to manage multiple tasks and prioritize effectively
- Problem-solving skills and attention to detail
- Experience with E-commerce platforms is a plus
- Answer questions and resolve issues across multiple brands based on messages from customers across multiple platforms (Primarily Instagram and Facebook
- Work cross-functionally to best speak to product features and provide information and recommendations
- Provide timely replacements and return processing
- Continually monitor high risk orders, maintaining the fraud filters as well as creating new filters and strategies to minimize fraudulent activity across all brands.
- Communicate with warehouse to make sure order replacement, order changes, and/or order cancelations are taken care of
- Follow established procedures for customer care while also helping to improve those procedures and establish new ones
- Continually add and improve SOP documentation in GetGuru
- Become a platform expert in relation to customer success across Shopify, Gorgias, Amazon Seller Central, Ordergroove, GetGuru and 3PL Central
- Report on customer feedback and customer service metrics
High school diploma or equivalent; additional certification in customer service management is a plus