Customer Experience Agent (On-Site)
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- Provide accurate, friendly customer service in a timely fashion. Respond to a minimum of 160 tickets a day. Triage issues and respond appropriately to issues of greater importance.
- Facilitate business development and maintain product knowledge of our catalog of products to assist customers in finding the right products for their needs.
- Handle customer inquiries and complaints by providing appropriate solutions, troubleshooting and alternatives including but not limited to warrant.
- Communicate any trending issues or problems to the team. Documenting order fulfillment KPIs.
- Troubleshoot problems with shipments, products, and ordering. Monitor order and return flow. Follow communication procedures, guidelines and policies.
- Advise consumers on return process for defective claims and assist with processing eligible replacements.
- Provide feedback to the upper management regarding incoming consumer contacts and provide recommendations on how to improve moving forward.
- 1-2 years of experience of Customer Service experience using phone, email, and chat in and e-commerce company is a plus.
- Familiarity with Gladly ,Shopify, and Narvar is highly desired.
- Experience performing extensive research to resolve complex customer inquiries.
- Strong customer service and office administrative skills and proficiency with Microsoft office applications required.
- Supportive, positive attitude with a professional demeanor applied to all tasks.
- Strong command of the English language.
- Ability to handle challenging customer interactions via chat or email.
- Action Oriented
- Situational Adaptability
- Drives Results
• Medical, Dental, Vision, Life Insurance
- 401k plan
• Additional Opt-In Insurances
- Vacation + Sick Time Pay
- L'ange Hair Product Stipend- a quarterly stipend to help you refresh your favorite L'ange products and also try new products!
About Integrabeauty
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