About the Role
Customer Service Agent
at rag & bone
New York, New York
Job Summary:
The role of the Customer Service Agent is to deliver a best-in-class customer experience for the rag & bone community. You will be the first point of contact for all the rag & bone ecommerce customers as well as assist with queries from the retail community. It is essential that you are acting as a brand ambassador to ensure outstanding service, shopping experience, and product expertise.
Responsibilities:
- Support a best-in-class level of customer service through extensive product knowledge
- Ensure that an excellent customer experience is given to every customer
- Be the first point of contact for any customer issues and complaints in an omni-channel setting, ensuring a resolution takes place in a timely manner through email, chat, phone, and social media communications
- Assist customers on all inquiries which will involve product inquiries, returns, delivery, payments, placing orders, sourcing product, etc.
- Meet KPIs which will include sales, quality, productivity targets, contact resolution, CSAT scores, and overall departmental goals
- Work with internal colleagues to improve service, knowledge, and solve a customers query in a timely, efficient manner
- Understand and exemplify the rag & bone brand philosophy and lifestyle
- Maintain a knowledge and understanding of all Policy and Procedure
Requirements:(skills, qualifications, education, etc)
- 1-2 years of multi-channel customer service experience, preferably in a DTC model
- Strong written and verbal communication skills
- Sales Driven with clientele experience
- Exudes a proactive, customer first, approach
- Capability to multi-task and operate multiple platforms simultaneously
- Strong organization and follow-up skills are essential
- Able to adapt to a rapidly shifting environment and a “can-do” attitude to solve any issues customers
- Ability to work a flexible schedule based on business needs which includes, evenings, weekends, and holidays