POSITION DESCRIPTION
DEPARTMENT: Customer Service
LOCATION: Support Center - Americas
REPORT TO: Customer Experience Manager
SHIFT: Thur, Fri, Sat, Sun, Mon (9-5PM EST)
POSITION PURPOSE & EXPECTATION
You are a wonderful communicator. You can put people at ease because you are natually patient and attentive. You can easily phrase a conversation positively at all times. You are calm, goal-oriented and can handle surprises.
You have excellent product knowledge. You instantly recognise the 10+1 Culture Commitments as being part of your love for Lovisa.
We’re looking for a calm, detail-oriented Customer Care Support team member to help deliver an exceptional Lovisa.com experience for our customers across the East Coast of North America. In this remote role, you’ll manage customer inquiries through live chat, email, and phone, ensuring every interaction is handled with care and resolved within our 24-hour service standard.
ROLE OVERVIEW
- Every piece of feedback is important to our website offer, be it in the service delivery of getting an item to our customer on time, or directing an international or regional customer purposefully to their nearest Lovisa store.
- The customer experience support role is to capture, report, and resolve the feedback from our Customers in regard to their experience using Lovisa.com
- Management of customer emails with daily priorities of correct response, follow-up, and resolution is key to this role. Keeping them on script and knowing when to escalate for 100% satisfaction is your priority.
- Assisting with the language and descriptions and promises of the online product detail is key to delivering our customer what they want; providing our Content team with the key words to use or avoid.
- Problem solving for customers may arise from time-to-time, you will continuously develop your understanding of our customer and will continuously improve on output to enhance the customer experience.
- You are the gatekeeper and editor of the Lovisa Store Locator service; keeping the world up to date with our available stores around the globe.
- This role offers a great opportunity to acquire a broad knowledge of dotcom procedures within a hands on and productive environment.
- You will be an excellent multitasker with the ability to speak the Lovisa lingo during live chat sessions with our customers globally.
ROLE OBJECTIVE
- Manage the customer service responses for Lovisa.com, live chat, inbound phone calls and social media.
- Engage our team and customers purposefully to achieve 100% service resolution within 24 hours.
- Reply back to customers in a timely manner in line with the department KPIs.
- Manage adhoc duties as directed by the CX Manager and Coordinator.
- Liaise with internal stakeholders such as the marketing, digital, trade, and retail teams.
- Solve customer issues, complaints, and feedback in an efficient way while adhering to our policies.
REQUIREMENTS OF THE ROLE
- Respond to daily feedback from customers (both internal and external) with pro-active and decisive communication that result in positive outcomes for all parties.
- Target an ongoing KPI of service resolution at 100%, high customer satisfaction rates and full complaint resolutions.
- Assist in the definition of item descriptions and display to create the best possible content for our customers and stores.
- A desire to exceed our customers' expectations with exceptional product detail, assistance and recommendations; you are "Ambassador Lovisa.com".
- Communicate effectively through our customer omni-channels.
- Assist in managing order fulfillment by following up with customers, logistics, and management.
ATTRIBUTES REQUIRED
- Excellent communicator in verbal and writing skills
- Ability to deliver on schedule, working calmly and efficiently under pressure
- Desire to develop the Lovisa communication to an audience beyond the website with your increasing knowledge and insight into our customers' habits and reactions.
- Knowledge of Futura is desirable
- Knowledge of Zendesk or similar customer ticketing/service systems
- Knowledge of Shopify+ is desirable
- Willingness and ability to learn new software programs quickly, on the job
- Strong analysis and problem-solving skills
- An understanding of customer service ethos, online shopping experiences and general e-commerce practices
- Ability to manage and prioritise your own time and workload
- Ability to record information accurately and produce accurate & timely reports
- Team player
- Highly accountable
- Ability to take direction and work with minimal supervision
- Respect for procedures and business requirements
YOUR CAREER PATH
This role will have many touchpoints with the online team. Depending on your success, skill set and desire, the customer care support team memeber will have exposure to service delivery management, fulfillment management, content management, and customer engagement (EDM) coordination.
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