Customer Service Representative for Luxury Online Store

Evellier is a global online marketplace connecting high-end luxury lingerie brands with shoppers. Our site is global but will initially focus on the US market. As a member of our Guest Services Concierge team, you will be the key liaison between our company and our customers.

THE ROLE:
The successful candidate will be responsible for solving customer issues, complaints and enquiries, keeping customer satisfaction at the core of every decision and behaviour. Your role specifically will be to handle all customer interactions including phone calls, emails and the Live Chat. The role also includes the need to moderate and answer queries from social media channels such as Facebook, Instagram and other channels that may arise.

The applicant needs to be proactive and professional with superior written English skills and the ability to speak English fluently.

Ideally you have a passion for lingerie and European fashion.

RESPONSIBILITIES:
• Manage all inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics if required
• Respond to and manage all Live Chat, email and social media interactions in a timely manner
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Engage in an extremely friendly and professional manner with all interactions.
• Keep records of all conversations in our customer communication database
• Upload or revise new product and inventory information on the website
• Adjust sizes of images on Photoshop or a similar program
• Conduct administration related tasks where required and as requested

REQUIREMENTS:
• Significant experience in a customer support role (luxury fashion brands ideal)
• Strong phone and verbal communication skills along with active listening
• Superior English written skills for email, Live Chat and social media
• Familiarity with CRM systems and practices (preferably Zen Desk)
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Ability to work in a quiet area for phone calls (no noise during business hours ie: children /animals in background)
• Need to have computer, internet and phone access
• Work to a US based time zone– hours will be 9.00am – 6.00pm Central Standard Time with an hour break

The successful applicant will be highly professional and be a warm and friendly person in nature. If you think that you fit the role above, please send in your application.