eCommerce Customer Service Representative

The eCommerce Customer Service Representative will support all contact channels by successfully handling inquiries via email, chat, phone and other channels as assigned. Business needs necessitate support of customers 7 days per week. This representative will be scheduled for shifts Sunday through Thursday.

Core Responsibilities

• Supports all contact channels by successfully handling inquiries via email, chat, phone and other channels as assigned.
• Assists customers with placing, tracking, and returning orders while maintaining a friendly, can do attitude.
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction.
• Document customer interactions thoroughly and accurately in our CRM and order systems.
• Create a fun shopping experience by providing styling advice to customers.
• Self-starter, able multitask in a fast-paced environment.
• Partnering with leadership team to escalate any site or system related issues.
• Participates in team building activities.
• Constantly analyze and suggest improvements to overall Show Me Your Mumu customer service experience.
• Other duties as assigned.

Job Requirements

• Experience working with Full Circle, Shopify, Shipstation and Zendesk

• Strong computer skills to include, MS Office, MS Excel and web-based systems (shipping system, ERP (Full circle) and Shopify.
• Prior experience working for a company that specialized in fashion, Bridesmaids dresses is a huge plus
• Must strive for organization and understand that organization saves time.
• 2 or more years of prior experience of working as a customer care /call center environment.
• Some college courses or High School Diploma or two years related experience and/or training; or equivalent combination of education and experience.
• Ability to work independently and as part of a team
• Strong problem-solving abilities
• Ability to diffuse situations and calm customers when necessary.

Qualities

• Demonstrates accuracy and thoroughness.
• Applies feedback to improve performance, meets or exceeds productivity standards;
• Monitors own work to ensure quality.
• Highly motivated with a natural sense of urgency.
• Completes work in a timely manner. Strives for continuous improvement.
• Ability to be flexible with schedule in respect to the needs of the business: this includes working overtime, holidays and weekends when necessary.