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Customer Service Associate

Employer
Lingua Franca
Location
New York City, New York (US)
Salary
$18-$25 per hour DOE
Closing date
5 Jun 2024

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Function
Customer Service
Level
Entry Level / Assistant
Contract Type
Permanent
Hours
Full Time

Job Details

Position Summary

We are seeking a Customer Service Associate with a professional and pleasant demeanor to support our business based in New York City. In this role, you will provide exceptional customer service, efficiently and graciously meeting customer needs and problem-solving, while ensuring seamless internal operations to exceed customer expectations. As the primary contact for our online customers, you will be a dedicated brand ambassador with a direct impact on the department and the company’s success.

Primary Responsibilities

  • Deliver personalized and exceptional customer service via e-mail, social media, and live chat, answering questions and making order adjustments in a timely manner
  • Proactively resolve client issues and mitigate customer dissatisfaction while adhering to company procedures and policies
  • Communicate cross-departmentally to process exchanges, address changes, escalate lost packages, and continually track the status of open orders
  • Gather feedback from customer inquiries and concerns about procedures, services, and products and filter them through the appropriate departments
  • Develop a strong understanding of Lingua Franca’s overall workflow and policies; utilize necessary systems and software with accuracy and efficiency
  • Assist in the creation of processes and workflows that enhance the team’s ability to provide unique and better solutions
  • Become an expert on Lingua Franca products and brand, including all new offerings, promotions, and the details of our embroidery processes and manufacturing standards
  • Communicate company policy to customers as necessary and ensure that the in-house processes and procedures are adhered to

Qualities of an Ideal Candidate

  • Comfortable with team-based work structure 
  • Top-notch communication skills - verbal, written, and visual – that can be utilized with a wide variety of people
  • Exceptional attention to detail and organization; highly adept at handling multiple priorities simultaneously
  • Problem-solver who enjoys analyzing customer needs and creating appropriate solutions
  • Positive, gracious, and patient

Qualifications

  • Familiarity with the eCommerce space
  • Proficiency with Google Workspace, Gmail, and Excel Experience with CRM, EMS and shipping platforms preferred; experience with Brightpearl EMS, ShipStation, Shopify Plus, Shopify POS, and/or Front a big plus!
  • Knowledge of luxury brands preferred
  • Previous retail sales and customer service experience preferred
  • Weekend availability required

Company

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