PatPat Hiring for Customer Service Consultant at California, United States Full Time

About us:

PatPat is a global apparel brand for kids and families founded in 2014 in Mountain View, CA by two engineer dads, who were seeking better clothing options for their kids. By cutting traditional retail markups and reinventing the supply chain, PatPat has created an abundance of unique styles and made them more accessible for families online and in the PatPat app/site. Eight years later, PatPat has grown from a single app into a global e-commerce brand beloved by more than 21M customers in 140 countries worldwide with over 30,000 kids and family clothing styles, and counting.

Responsibilities:

1, Training and Development:

• Develop and conduct training programs for customer service representatives, ensuring a comprehensive understanding of our products, policies, and service standards.
• Provide ongoing coaching and support to enhance the skills and knowledge of the customer service team.

2, System and Process Optimization:

• Evaluate and optimize existing customer service systems and processes to streamline workflows and enhance efficiency.
• Collaborate with cross-functional teams to implement improvements and ensure seamless communication between departments.

3, Customer Service Excellence:

• Set and monitor key performance indicators (KPIs) to measure the effectiveness of customer service initiatives.
• Implement strategies to improve customer satisfaction and resolve escalated issues in a timely and effective manner.

Requirements:

• Minimum 5 years of relevant customer service experience in a DTC environment.
• Prior experience in the apparel DTC industry is highly preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Familiarity with DTC business models and customer service best practices.