Job Details
The eCommerce Customer Service Representative will provide excellent support using all contact channels by handling inquiries via email, chat, phone and other channels as assigned. Business needs necessitate support of customers six days per week. After onboarding is complete this representative will be scheduled for shifts Tuesday through Saturday. Candidates must be within reasonable commuting distance of the Mumu Warehouse in Commerce, CA. This role's schedule is in-person and works in an open office 5 days per week.
Core Responsibilities
- Respond promptly and effectively to customer inquiries via various channels (email, chat, phone, etc.) regarding order status, product information, shipping details, returns, and other e-commerce-related matters within a 24-hour reply rate.
- Provide accurate and helpful information to resolve customer concerns and ensure customer retention and satisfaction
- Assists customers with placing, tracking, and returning orders while maintaining a friendly, can do attitude.
- Document customer interactions thoroughly and accurately in our CRM and order systems.
- Create a fun shopping experience by providing styling advice to customers.
- Self-starter, able multitask in a fast-paced environment.
- Partnering with leadership team to escalate any site or system related issues.
- Participates in team building activities.
- Regularly analyze and suggest improvements to the overall Show Me Your Mumu customer service experience.
- Other duties as assigned.
Job Requirements
- Experience working with Full Circle, Shopify and Zendesk
- Strong computer skills to include, MS Office, MS Excel and web-based systems (shipping system, ERP (Full circle) and Shopify.
- Prior experience working for a company that specialized in fashion, Bridesmaids dresses is a huge plus
- Must strive for organization and understand that organization saves time.
- 2 or more years of prior experience of working as a customer care /call center environment.
- Some college courses or High School Diploma or two years related experience and/or training; or equivalent combination of education and experience.
- Ability to work independently and as part of a team
- Strong problem-solving abilities
- Ability to diffuse situations and calm customers when necessary.
Qualities
- Demonstrates accuracy and thoroughness.
- Applies feedback to improve performance, meets or exceeds productivity standards;
- Monitors own work to ensure quality.
- Highly motivated with a natural sense of urgency.
- Completes work in a timely manner. Strives for continuous improvement.
- Ability to be flexible with schedule in respect to the needs of the business: this includes working overtime, holidays and weekends when absolutely necessary.