The eCommerce and Customer Service Representative will provide an expert personalized experience to our customers communicating with the brand via multiple channels. They will also support the eCommerce department in the day-to-day operations.

Responsibilities

• Delivering world class, luxury Customer Service to support the customer experience from initial communication and enquiry about the brand and its product offer, to after sales service.
• Communicating with customers via the different channels used, such as social media, on-line chat, e-mail and telephone.
• Facilitating customers interactions with the goal of creating sales opportunities online and/or at store level.
• Maintaining relationships with the stores network as necessary, in order to direct customers and resolve issues (enquiries, returns, exchanges, complaints etc.).
• Contributing to the efficiency and improvement of the customer service experience by proposing technical and strategic improvements, based on feedback.
• Ensuring that the relevant administration is completed and distributed appropriately, in line with the department requirements.
• Accurately recording customer information using computer-based and paper-based processes as necessary.
• Ensuring company policies and processes are followed and aligning with procedures to minimize loss of clients and product.
• Ensuring accuracy and analysis of inventories to support online selling.
• Supporting the eCommerce director in daily tasks as necessary.
• Carry out any additional duties as directed by the management team.

Personal Profile

• Excellent verbal and written English and Spanish communication skills.
• Experience in a similar customer service role preferred, and definitely passionate about delivering an amazing customer experience.
• Great at working collaboratively.
• Positive attitude with strong problem-solving capability.
• Organized and able to multitask.
• Demonstrates initiative through proactive approach.