Customer Service Agent
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Job Description
Customer Service Agent delivering best-in-class customer experience for rag & bone community. Acting as first point of contact for queries, ensuring outstanding service and shopping experience.
Responsibilities:
- Support a best-in-class level of customer service through extensive product knowledge
- Ensure that an excellent customer experience is given to every customer
- Be the first point of contact for any customer issues and complaints in an omni-channel setting, ensuring a resolution takes place in a timely manner through email, chat, phone, and social media communications
- Assist customers on all inquiries which will involve product inquiries, returns, delivery, payments, placing orders, sourcing product, etc.
- Meet KPI’s which will include sales, quality, productivity targets, contact resolution, CSAT scores, and overall departmental goals
- Work with internal colleagues to improve service, knowledge, and solve a customer’s query in a timely, efficient manner
- Understand and exemplify the rag & bone brand philosophy and lifestyle
- Maintain a knowledge and understanding of all Policy and Procedure
Requirements:
- 1-2 years of multi-channel customer service experience, preferably in a DTC model
- Strong written and verbal communication skills
- Sales Driven with clientele experience
- Exudes a proactive, customer first, approach
- Capability to multi-task and operate multiple platforms simultaneously
- Strong organization and follow-up skills are essential
- Able to adapt to a rapidly shifting environment and a "can-do" attitude to solve any issues customers
- Ability to work a flexible schedule based on business needs which includes, evenings, weekends, and holidays
Benefits:
- Paid Time Off
- Clothing Allowance
- Generous Employee Discount
- Paid Parental Leave
- Membership to Calm and access to other wellness benefits
- Medical, dental, vision and ancillary benefits
- 401k
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