Job Description

Overview:

As the E-commerce Customer Care Associate, you will play a crucial role in ensuring our customers receive top-notch support throughout their shopping journey. You will be responsible for addressing customer inquiries, resolving issues, and providing assistance with orders, returns, and general inquiries.

Responsibilities:

• Ensures quality customer service outreach is consistent across all platforms and provide customers with appropriate and informative information in a timely manner
• Support customers throughout the purchase cycle, from answering product questions to guiding checking and post-purchase care
• Respond to customer questions and comments via phone, email, and live chat with speed and professionalism
• Coordinate and follow up with other departments to ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction
• Assist with returns, ensuring they are processed and refunds are issued promptly
• Monitor customer behavior and feedback to identify sales opportunities and improve customer experiences
• Stay informed of current promotions, new uploads, and site functionality to better support and sell to customers
• Perform weekly audits and contribute to improving processes
• Maintain an orderly workflow according to priorities

Qualifications:

• 2–3 years of experience in retail or customer service, preferably within a luxury or high-end environment
• Sales-focused mindset with the ability to upsell and convert inquiries into purchases
• Strong background in customer service with an interest or experience in e-commerce sales
• Excellent communication skills across phone, email, and chat
• Comfortable using customer service tools (Salesforce experience is a plus)
• Ability to multitask, prioritize, and stay organized in a fast-paced environment

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