Call Center/E-Commerce/Client Support/Luxury

We are a luxury business, and we provide personalized care to all our customers – both internal and external. You will be responsible for assisting these various customers with their needs including but not limited to scheduling, onsite support and post sales diagnostics. All scenarios require coordinating cross functionally with internal teams to reach resolution. This will be accomplished through the following initiatives:

WORK ACTIVITIES AND RESPONSIBILITIES

• Develop and maintain excellent client relationships (e.g. design consultants, professionals, external customers)
  • Advise/educate clients within procedural guidelines to ensure a complete solution to their technical or service questions
  • Communicate final resolution back to customer via e-mail and/or phone
  • Record comprehensive details of the interaction via case-tracking system to enable accurate tracking and reporting
  • Meet and exceed service level agreements and personal metric goals
  • Demonstrate a commitment to quality improvement and root-cause diagnosis to prevent issue recurrence

• Provide support and best practices to the client for all products in accordance with standard operating procedures
  • Participate in initial and ongoing training of new features and functionality
  • Communicate product updates, new features, and functionality to client base as requested
  • Use troubleshooting techniques and tools to identify the root cause of issues
  • Research client/customer complaints about product and service failures
  • Work cross functionally with other internal groups to expedite problem resolution
  • Communicate resolutions across departments as needed

The role offers great opportunities to learn all aspects of the business. Our job descriptions evolve with our business need and priorities. In addition to the description above, your participation in ad hoc projects as required by changing business goals and requests from company Leadership.

What a qualified candidate should possess:

• College Degree
• At least 2 years’ experience in a service-oriented role
• Strong Microsoft Word, PowerPoint and Excel skills
• Excellent oral and written communications skills
• Able to successfully handle multiple priorities.
• Exceptional problem-solving skills
• Customer-facing attitude and ability to maintain professional demeanor amidst deadlines
• Ability to work with cross functional groups
• Strong organizational and time management skills
• Detail-oriented with a high level of personal accountability