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Customer Service Representative
2 weeks ago
Customer Service Representatives will be set up for success to meet the following requirements for this role:
– Proficient in supporting customers via phone, chat and email identifying their needs, complaints, or other issues and providing solutions and support as needed.
– Proactively monitor and de-escalate situations involving unhappy customers by clarifying the information, communicating best next steps and providing solutions within 24-48 hours.
– Responding efficiently and accurately to customers through showing Azazie cares, listening to their concerns and ensuring they have a memorable experience shopping with us.
– Navigate knowledge-based platforms within: AI Intercom, Company Website, Content Management System, ERP and Happy Returns.
– Strong attention to detail with ensuring accuracy in information provided and in recording customer details in order to maintain customer satisfaction and resolve issues effectively.
– Competency and initiative to meet and exceed the department metrics and individual performance goals.
– Implementation of utilizing software, databases, and tools appropriately to provide exceptional customer service within DTC industry.
b. Skills/Talents the ideal candidate will posses:
– Analytical, problem solver and critical thinker.
– Ability to manage multiple channels of communication, tickets and customer conversations leading with Azazie cares and empathy.
– Team player that is willing to take initiative to support customers, other agents and supervisors.
– Adaptability to thrive in a fast-paced ever changing work environment.
– Aptitude in maintaining comprehensive knowledge of the AZ CS policies, procedures and SOPs for our customers.
– Positive attitude with a desire to learn and share ideas in a collaborative work environment.
– Clear and concise communicator within customer interactions and across different departments.
– Ability to build positive and long term customer relationships that reflect in positive customer satisfaction survey results.
– Excellent time management skills.
– Customer-focused with strong interpersonal and tech savvy skills.
c. Qualifications:
– Customer Service Experience: 1 year (Preferred)
– Fluency in English.
– Experience with AI Intercom, Slack or other CRM software is a plus.
– Experience navigating websites/browsers and using chat software (ex./ Slack); quickly navigating. between chat and other company tools such as our CRM and phone software.
– Excellent written and oral communication skills.
– Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint) as well as Google Docs.
– Customer-focused and can demonstrate mastery of customer service skills.
– Ability to maneuver between multiple tasks.
