Ecommerce Customer Service Rep

Title: Ecommerce Customer Service Rep

Company: Well-known Women’s Contemporary Brand

Location: Los Angeles, California

Hourly rate: $19-27/hr
Hourly rate is commensurate with experience and is an estimated range provided by JBC.

Responsibilities:

• Provide knowledgeable answers to customer phone and email inquiries
• Must manage the processing of support emails, phone lines, online forms and any other internal and/or external communications to customers in a timely & efficient manner
• Coordinate and follow up with other departments to ensure problem resolution and work together with other customer service member to promote an environment of customer satisfaction
• Assist urgent customer needs such as cancelling orders request, late returns, order errors, warranty claims, lost package claims etc.
• Utilize and maintain Shopify, Gorgias, Returnly, 8×8 and Global-e platform
• Use CRM systems confidently and accurately with notes on orders and cases for all incoming and outgoing contacts
• Responsible for researching and resolving complaints to ensure customer retention and satisfaction
• Communicate promptly any information to customers about their orders

Requirements:

• 1-4 years of customer service experience, preferably in a premium apparel environment
• Experience with Shopify and Gorgias preferred but not required
• Flexible attitude, self-motivated, proactive, energetic, and positive approach to change
• Able to work over extended holiday and special events when required
• Excellent verbal and written communication skills

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