Customer Support Associate

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Archive Job Description

Is eCommerce your passion? We are currently looking for amazing eCommerce Support Associates to support our newest partner with their internal customer service and support. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming customer order inquiries, and embody our commitment to deliver amazing customer service.

The ideal candidate is a highly successful and effective customer service superstar with a history of ensuring high quality, efficient customer service all while maintaining high customer satisfaction levels. You’re a candidate who is excited to support our partner’s global footwear and fashion brand by enhancing their footprint in the Americas region!

** This is a temporary opportunity of 60 days **

You’ll Be…

  • Responding to customer questions and transactions via phone and email. Handling consumer complaints, return issues, and/or questions regarding the website, ordering process, product information, and/or brand
  • Helping customers with ordering on the site via phone or email through our Hybris system
  • Providing credit refunds back to customers once the warehouse has completed processing
  • Researching customer orders using computerized order entry systems
  • Monitoring the website for technical problems and promptly refer them to the appropriate ancillary teams for resolution
  • Assisting in ensuring customer and product information is kept up-to-date and our partner’s products are accurately presented
  • Collecting and analyzing data to identify fraudulent credit card charges related to website orders
  • Creating and manage promo codes, tracking and reminding parties of expiration dates as appropriate
  • Appropriately following all policies, procedures, escalation, and transfer workflow to ensure one-call resolution
  • Documenting and reporting on customer feedback and insights to improve our partner’s product and customer experience
  • On occasion and during peak season periods (i.e. Holidays, Christmas, promo periods, etc.) you may be asked to work additional hours outside of your normal schedule to accommodate seasonal volumes; limited time-off or blackout periods may apply seasonally
  • Achieving and maintaining adequate program performance by meeting or surpassing key performance indicators and metrics as they are established for the program

What You Bring To The Table

  • +1 year of work experience in a high customer contact position, preferably an omnichannel support environment including phone and email communication
  • Excellent phone presence
  • Intermediate to advanced knowledge of MS Office products (i.e. Excel, etc.) and Google Suite applications (i.e. Google Sheets)
  • Infectious ambition, positivity, and engagement, and the desire to elevate our partner’s brand and customer experience to the highest level
  • Proven ability to thrive in a multi-tasking environment with multiple programs, applications, websites, and software; Heavy reliability on people skills, and proficiency for problem-solving
  • Advanced spoken and written English level, with great communication skills
  • Ability to prioritize, triage, and deal with interruptions in workflows; Ability to maintain composure and focus under pressure

What We Provide

  • Full time with the potential for overtime if requested by Partner
  • Competitive compensation based on experience
  • Attractive benefits package including medical, dental and vision options
  • Access to free posture-based fitness workouts from home
  • Training opportunities provided by PartnerHero and outside entities
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

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