Job Description
About the position
Marcella is seeking a motivated full-time Customer Experience (CX) Specialist to enhance customer relationships and provide exceptional service. This role involves managing pre-sale and post-sale inquiries through various support channels, acting as a brand ambassador, and contributing to the company's mission of social impact through fashion.
Responsibilities
Ā Act as a company ambassador by delivering exceptional customer service and support.
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Ā Field inbound customer service inquiries through CRM and other communication channels.
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Ā Provide articulate, professional, and informed assistance regarding product details and order status.
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Ā Review and respond to incoming customer inquiries in a timely manner.
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Ā Engage customers through email, live chat, and social media with informed product knowledge.
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Ā Assist in overseeing communication channels to ensure timely responses to inquiries.
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Ā Drive sales through proactive live chat campaigns and outreach programs.
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Ā Handle customer complaints efficiently and provide appropriate solutions.
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Ā Maintain a positive and proactive attitude in all communications.
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Ā Document and process actions using internal standard operating procedures.
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Ā Partner with production and fulfillment teams to ensure efficient order fulfillment.
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Ā Stay informed about company collection launches and promotional activities.
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Ā Meet personal and team targets and goals.
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Ā Communicate as an active member of the CX team.
Requirements
Ā A completed university or associate's degree.
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Ā At least 2+ years of related customer care experience, preferably in fashion or e-commerce.
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Ā Excellent written and verbal communication skills.
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Ā Superior organizational skills and ability to manage time-sensitive requirements.
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Ā Proficiency in Microsoft Suite and Google Suite.
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Ā Basic knowledge of social media platforms.
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Ā Experience with Shopify and CRM systems is a plus.
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Ā Ability to interact professionally with challenging individuals.
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Ā Proactive problem-solving skills and adaptability to uncertainty.
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Ā Exceptional attention to detail and ability to follow standard operating procedures.
Nice-to-haves
Ā Experience in fashion, beauty, or premium e-commerce consumer brands.
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Ā Familiarity with CRM systems and best practices.
Benefits
Ā 401(k)
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Ā Dental insurance
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Ā Health insurance
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Ā Paid time off
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