Position
WHAT WE HAVE TO OFFER:
The Client Services Advisor will partner with the Client Services Team Lead and Sr. Manager, warehouse logistics team, and retail to offer the best-in-class experience to our clients. This role will be cross functional with retail, after-care, and the CRM team. This role is located in Long Island City, New York (on-site).
Job Responsibilities
YOUR RESPONSIBILTIES:
- Deliver superior, personalized service to address client inquiries via all available channels.
- Achieve SLAs for customer-related contacts and troubleshoot customer facing issues in a timely manner.
- Provide qualitative and quantitative feedback to internal teams.
- Foster customer relationships and deliver a positive experience across all omni-channel activities.
- Proactively clientele utilizing in-depth product and process knowledge to deliver an exceptional customer service experience.
- Manage sales orders on a daily basis; partner with the fulfilment warehouse and carrier services on processing, shipping, returns, and cancellations.
- Manage fraud management investigations and analytics.
- Work cross functionally with the retail and after-care teams
- Identify reoccurring customer service patterns to develop a more efficient process.
- Assist with manual order processing as needed during peak seasons and for vacation coverage to meet shipping cutoff deadlines.
- Post purchase: assist with return processes, and omnichannel fulfilments.
- Provide estimates and quotes for repairs, shipping and delivery dates as requested.
- Inspect new and used products to determine the requirement for repair.
- Inspect and verify incoming goods against invoices or other documents, record shortages and reject damaged goods.
- Order additional repair parts as needed.
- Go the extra mile to engage customers.
- Responsible for receiving, tracking, label creation, sending orders to clients.
Profile
PROFILE:
We would like to speak to professionals that are eligible to work in the United States and possess a Bachelor’s Degree (or equivalent experience) with at least two years of experience in a fast-paced luxury retail, clienteling, or ecommerce environment with knowledge of customer service.
Furthermore, we seek:
- Comprehensive understanding of luxury clientele and language
- Ability to work Saturdays.
- Warehouse/Ecommerce back-end systems knowledge a plus
- Be able to follow instructions and adhere to policies and procedures.
- Experience in a related customer service or call center role a plus i.e., in a role that requires resolving issues, diffusing tense situations, and solving complex issues
- Comfortable making direct contact with customers through spoken and written communication, ability to follow up directly, etc.
- Ability to independently resolve complex and/or escalated situations
- Ability to navigate multiple computer applications and work from a dual monitor
- Demonstrate the ability to work under pressure and diplomatically address and control challenging situations
- Strong communication, verbal and analytical skills
- Strong sense of teamwork, ability to multi-task, and manage priorities with ease.
- Ability to take initiative, ownership and accountability
- Pro-active, self-starter
- Preferred experience in Salesforce (commerce and service cloud)
- Proficient in Microsoft Office Suite
Compensation: $23/hr to $27/hr
LOCATION:
Long Island City, Queens, New York
