CUSTOMER CARE REPRESENTATIVE

Recruiter
Dôen
Location
Van Nuys, California
Posted
15 Sep 2021
Closes
15 Oct 2021
Function
Customer Service

DÔEN IS A LOS ANGELES-BASED LINE INSPIRED BY NOSTALGIA FOR THE CALIFORNIA OF DECADES PAST. OUR MISSION IS TO CREATE LASTING, BEAUTIFUL COLLECTIONS WHILE SUPPORTING WOMEN-IDENTIFYING INDIVIDUALS IN ALL ASPECTS OF OUR ORGANIZATION, SUPPLY CHAIN, AND COMMUNITY. WE STRIVE TO CONNECT WITH OUR CUSTOMERS, BUILD AN OPEN COMMUNITY, AND FOSTER RELATIONSHIPS WITH THE INSPIRING INDIVIDUALS WHO WEAR OUR CLOTHES THROUGHOUT THEIR LIVES. WE WORK WITH DOMESTIC AND OVERSEAS MANUFACTURERS WHO SHARE OUR VALUES AND COMMITMENT OF GENDER AND SOCIAL EQUALITY AS WELL AS GIVING BACK BY PARTNERING WITH FOUNDATIONS THAT DIRECTLY BENEFIT THEIR EMPLOYEES AND SURROUNDING COMMUNITY. DÔEN IS AN EQUAL OPPORTUNITY EMPLOYER, AND WE CELEBRATE INCLUSIVITY, EQUITY, REPRESENTATION, AND BELONGING IN THE WORKPLACE. WE STRONGLY ENCOURAGE CANDIDATES WHO IDENTIFY AS PEOPLE OF COLOR, PEOPLE WITH DISABILITIES, LGBTQ+, AND/OR GENDER NON-CONFORMING TO APPLY.

CUSTOMER CARE REPRESENTATIVE

DÔEN IS SEEKING A HIGH-ENERGY CUSTOMER CARE REPRESENTATIVE WITH AN ENTREPRENEURIAL SPIRIT TO JOIN OUR TEAM ON A FULL-TIME BASIS.  WE ARE LOOKING FOR SOMEONE WHO LOVES CREATING EXCEPTIONAL EXPERIENCES FOR OUR CUSTOMERS AND UNDERSTANDS BOTH THE IMPORTANCE OF EXTRAORDINARY CUSTOMER SERVICE AND ITS INTRINSIC VALUE TO A DIRECT-TO-CONSUMER MODEL. THE IDEAL CANDIDATE WILL HAVE PRIOR EXPERIENCE IN CUSTOMER SERVICE, HAVE A CUSTOMER-COMES-FIRST ATTITUDE, AND WILL BE EAGER TO FIND SOLUTIONS TO THEIR INQUIRIES. THIS CANDIDATE WILL REPORT TO OUR CUSTOMER CARE MANAGER AND IS EXPECTED TO WORK ON SPECIAL EVENT DAYS, SUCH AS SALES, SOME HOLIDAYS, AND LAUNCHES, WHEN WE EXPERIENCE PARTICULARLY HIGH TRAFFIC AND A HIGH VOLUME OF INQUIRIES. THE POSITION WILL EVENTUALLY BE A MIX OF REMOTE AND IN-OFFICE. THE POSITION WILL ALSO DEVELOP STRONG RELATIONSHIPS WITH VARIOUS OTHER DEPARTMENTS AND LIAISE WITH THE DIRECTOR OF COMMUNICATIONS, BRAND DIRECTOR, AND DIRECTOR OF E-COMMERCE REGULARLY.

***PLEASE NOTE THAT WEEKEND AVAILABILITY IS REQUIRED 

  

RESPONSIBILITIES

  • PROVIDE HIGHEST LEVEL OF CUSTOMER CARE TO LOYAL AND GROWING CUSTOMER BASE
  • ORDER ALLOCATION/BATCHING
  • PROVIDE SHIPPING UPDATES AND TROUBLESHOOT SHIPPING ISSUES WITH COURIER AND DC
  • ANSWERING INCOMING CUSTOMER CALLS, TROUBLESHOOTING WITH CUSTOMERS UNTIL THEY ARE SATISFIED WITH THE OUTCOME OF THE CALL.
  • ANSWERING INCOMING CUSTOMER EMAILS, TROUBLESHOOTING WITH CUSTOMERS UNTIL THEY ARE SATISFIED WITH THE OUTCOME OF THE CALL.
  • WORK WITH CROSS FUNCTIONAL DEPARTMENTS TO UNDERSTAND PRODUCT SHIPMENT CYCLE AND ADVISE CUSTOMERS ON PRODUCT AVAILABILITY
  • ASSIST CUSTOMERS WITH A VARIETY OF TRANSACTIONS THROUGH A SEAMLESS AND FRIENDLY EXPERIENCE
  • ASSIST CUSTOMERS WITH FIT AND SIZING ADVICE
  • ANSWER SOCIAL MEDIA DIRECT MESSAGE QUERIES AND COMMENTS
  • NAVIGATE CUSTOMERS THROUGH WEBSITES, FAQS AND POLICIES
  • OFFER SOLUTIONS, ADDRESS SERVICE ERRORS AND BUILD CUSTOMER CONFIDENCE
  • COMMUNICATE ERRORS DETECTED; INCORRECT PRICES, SKU MISREADS OR OTHERS
  • COLLECT/RELAY CUSTOMER FEEDBACK FOR CONTINUOUS IMPROVEMENT INITIATIVES
  • DEFUSE CUSTOMER SITUATIONS AND PROVIDE RESOLUTION IN A TIMELY AND EFFECTIVE MANNER
  • EFFECTIVELY UTILIZE RESOURCES TO RESOLVE ISSUES INDEPENDENTLY AND ESCALATE WHEN APPROPRIATE
  • RESPONSIBLE FOR FIT COMMENTS TO BE RELAYED TO PRODUCT TEAMS
  • PROVIDE STYLING ADVICE TO CUSTOMERS WHEN REQUESTED
  • RESPONSIBLE FOR CUSTOMER CORRESPONDENCE VIA SOCIAL MEDIA AND CHAT
  • OTHER TASKS ARE ASSIGNED AS NEEDED TO SUPPORT BUSINESS NEEDS

 
SKILLS

  • BACKGROUND WORKING WITHIN ERP AND ECOMMERCE PLATFORMS
  • KNOWLEDGE OF ZENDESK AND NETSUITE PREFERRED
  • KNOWLEDGE OF CUSTOMER CARE SOFTWARE, CHAT PROGRAMS AND INSTAGRAM A PLUS
  • STRONG VERBAL SKILLS, WRITTEN AND SPOKEN
  • STRONG PROBLEM-SOLVING SKILLS
  • CLEAR AND EFFECTIVE COMMUNICATION
  • THE ABILITY TO PRIORITIZE MULTIPLE TASKS IN A FAST-PACED ENVIRONMENT
  • THE ABILITY TO WORK A FLEXIBLE SCHEDULE: THE HOURS AND SCHEDULE FOR THIS POSITION WILL VARY BY WEEK DEPENDING ON BUSINESS NEEDS AND ESPECIALLY DURING HIGH TRAFFIC EVENTS: SALES AND LAUNCHES


QUALIFICATIONS

  • MINIMUM 2 YEARS’ RELEVANT EXPERIENCE
  • ENERGETIC, CONFIDENT AND ADAPTABLE PERSONALITY
  • EXCELLENT COMMUNICATION AND PROBLEM-SOLVING SKILLS
  • OPEN AVAILABILITY, FLEXIBLE SCHEDULE INCLUDING EARLY MORNINGS, EVENINGS, WEEKENDS AND SOME HOLIDAYS
  • DEGREE PREFERRED BUT NOT MANDATORY
     

COMPANY LAPTOP IS PROVIDED

PRE-EMPLOYMENT BACKGROUND CHECK REQUIRED.

IN OUR HIRING, WE ARE ACTIVELY SEEKING CANDIDATES WITH A COMMITMENT TO ANTI-RACISM, AND WITH SKILLS TO ADVANCE EQUITY, INCLUSION, AND RACIAL JUSTICE IN THEIR WORK. YOU’LL BE JOINING A COMPANY THAT IS INCLUSIVE AND CELEBRATES MULTIPLE APPROACHES AND VIEWS AS WE BELIEVE DIVERSITY DRIVES CREATIVITY AND GROWTH. WE WORK HARD TO FOSTER A CULTURE OF HONESTY, INTEGRITY AND COLLABORATION WHERE GROWTH IS NOT ONLY ENCOURAGED BUT EXPECTED.

 WE ARE AN EQUAL OPPORTUNITY EMPLOYER

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