Description:
We are looking for our second Customer Experience Representative to join our growing team.
As our Customer Experience Representative, you will be the first point of contact for our Poppy & Peonies customers, ensuring they have a positive and memorable experience with our brand. You will be responsible for answering inquiries, resolving issues, and providing support through various channels, from our emails to our live chat platform.
This role is crucial in maintaining the high standards of customer service that we strive for.
**This is a full-time opportunity with a working schedule from Thursday to Monday, ensuring that our customers are taken care of all 7 days of the week.**
The Opportunity
- Serving as customers' primary point of contact, ensuring all interactions are handled with care and professionalism.
- Responding to all customer inquiries via live chat (Todio), email, and other communication channels.
- Providing accurate information about our products, policies, and services.
- Addressing customer concerns, resolving issues, and ensuring that our customers feel satisfied and valued.
- Troubleshoot our customers' orders via Shopify, Click Ship, and Loop.
- Collaborating closely with internal team members to ensure consistency and to address any escalated issues or special requests.
- Sharing insights and feedback with the internal team to continuously improve our customer experience.
What You Bring to the Table
- You have experience in a customer service or customer-facing role within a DTC or e-commerce customer service environment.
- You have strong communication skills and can resolve or de-escalate challenging customer issues.
- You have familiarity with live chat platforms and customer service software. We use Tidio (live chat) for our live chat.
- You have familiarity with ecommerce tools such as, Shopify, Click Ship, and Loop.
- You’re a collaborative team player who can brainstorm with others.
- You’re flexible and can adapt to changing priorities on the go.
- You have a natural ability to remain patient, positive, and professional in all customer interactions.