The representative will manage inbound and outbound customer communications across various channels to ensure timely resolution of inquiries. They will also monitor key performance metrics and collaborate with internal teams to maintain high standards of service and brand consistency.
Job Title: Seasonal PT CX Representative
Overview: We are looking for a PT Seasonal Customer Experience Representative to help during peak season on the weekends. The Customer Experience (CX) Representative will help guide the customer experience and provide care, solutions, and recommendations across customer touch points. They will serve as a liaison and point person for all customer service inquiries within the US, working with the ecommerce & CX teams. The CX representative will help manage supporting the client experience online, ensuring adherence to the brand’s luxury guidelines and standards. This role will be assist with inbound/outbound customer communications, including calls, emails, chats, etc., and ensure timely follow-up and resolution. This role will not only help customers, but also provide valuable customer feedback & insights, identify any trends or process improvements that may be needed to improve.
Key Responsibilities: Customer Experience Engagement and Resolution
Serve as a liaison for customers and ensure the highest standards of service and customer experience with a customer-centric and solution-oriented approach.
Help manage all incoming/outbound communications, including customer concerns, inquiries and issues with timely and effective resolutions.
Investigate and help escalate any issues, questions, or concerns as needed, providing feedback or recommendations as needed.
Help maintain and communicate any policy, process, service, and technical updates to customers and any pertinent stakeholders.
Help monitor and track any key metrics, reporting, order accuracy, response time, and customer satisfaction.
Collaborate with global and domestic stakeholders to ensure a consistent and excellent omnichannel experience.
Work with the CX team to manage any open tickets or concerns, update team members, and provide assistance to both internal and external customers.
Assist with any departmental and Company initiatives and/or administration.
Qualifications:
1+ years experience within customer service & support, preferably within a CPG company (luxury a plus).
Must be able to work weekends.
Proven track record of customer support, resolution, and exemplary customer experience standards.
Strong written and verbal communication skills with an ability to work cross-functionally across various departments and levels.
Highly autonomous with an ownership mindset, acting as a departmental point person, with little supervision or direction and guidance.
Highly organized with a strong attention to detail, rigor, and excellent follow-up and resolution skills
Proficiency in various programs, platforms, applications and technology; including Microsoft Office, project management systems, customer service platforms, etc.
Proven track record as a team player, and able to in a fast-moving and dynamic environment.
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