KIKI DE MONTPARNASSE Hiring for Customer Service Specialist at New York, NY Full Time

JOB TITLE: E-Commerce & Customer Service Coordinator

PURPOSE:

·      Champion the KIKI DE MONTPARNASSE service offering, providing exceptional customer service and onsite experience; advocating the online customer and their needs.

·      Working alongside the E-commerce Manager to support our customers from the moment they arrive on the website, throughout the order process and beyond.

·      We are looking for a proactive individual who is looking to develop a career in E-commerce with a fast-growing luxury lingerie and sexual wellness brand.

ECOMMERCE

·      Cropping, editing, and uploading product imagery ensuring all images ALT tags are enriched according to SEO best practices.

·      Execute weekly site-combing noting and rectifying onsite inconsistencies or errors.

·      Perform fraud checks for flagged orders and be first point of contact for customer disputes

·      Analyze site performance and the customer journey, offering suggestions for improvements and enhancements to the site and customer experience.

·      Produce Ecommerce shoots.

CUSTOMER SERVICE

·      Own the online shopping experience, being the first point of contact for online visitors.

·      Answer all incoming customer care queries in a timely and engaging manner via email, LiveChat, Phone, WhatsApp & additional channels.

·      Ensure that customer requests are responded to and recorded in line with company guidelines and tone-of-voice.

·      Build and maintain online customer relationships offering a personal service that inspires brand loyalty

·      Become an authority in KIKI DE MONTPARNASSE product offering; advising clients based on in-depth product knowledge.

·      Build and nurture EIPs.

·      Administrate and oversee the returns process ensuring refunds and stock processes are adhered to.

·      Resolve customer issues in a timely and supportive manner