Experienced Customer Experience Support Specialist – E-commerce Customer Service and Support

At blithequark, we're on a mission to revolutionize the way we interact with our customers, and we're looking for a talented and passionate individual to join our team as an Experienced Customer Experience Support Specialist. As a key member of our online support team, you'll play a vital role in delivering exceptional customer experiences, resolving issues efficiently, and driving customer satisfaction.

About blithequark

blithequark is a leading e-commerce company that's passionate about providing innovative solutions to our customers. We're committed to creating a culture that's inclusive, diverse, and supportive, where our employees can grow and thrive. Our team is dedicated to delivering exceptional customer experiences, and we're looking for like-minded individuals to join us on this journey.

Role Overview

As an Experienced Customer Experience Support Specialist, you'll be responsible for managing customer service responses across multiple channels, including email, live chat, inbound phone calls, and social media. You'll engage with our customers purposefully to achieve 100% service resolution within 24 hours, reply to customers in a timely manner, and manage ad-hoc duties as directed by the CX Manager and Coordinator.

Key Responsibilities

* Manage customer service responses across multiple channels, including email, live chat, inbound phone calls, and social media

• Engage with customers purposefully to achieve 100% service resolution within 24 hours
• Reply to customers in a timely manner, adhering to departmental KPIs
• Manage ad-hoc duties as directed by the CX Manager and Coordinator
• Liaise with internal stakeholders, including marketing, digital, trade, and retail teams
• Solve customer issues, complaints, and feedback in an efficient manner, adhering to company policies
• Assist in the definition of item descriptions and display to create the best possible content for our customers and stores
• Communicate effectively through our customer omni-channels
• Assist in managing order fulfilment by following up with customers, logistics, and management

Requirements of the Role

* Respond to daily feedback from customers (both internal and external) with proactive and decisive communication that results in positive outcomes for all parties

• Target an ongoing KPI of service resolution at 100%, high customer satisfaction rates, and full complaint resolutions
• Assist in the definition of item descriptions and display to create the best possible content for our customers and stores
• Private and confidential: a desire to exceed our customers' expectations with exceptional product detail, assistance, and recommendations; you are Ambassador Lovisa.com

Attributes Required

* Excellent communicator in verbal and writing skills

• Ability to deliver on schedule, working calmly and efficiently under pressure
• Desire to develop the Lovisa communication to an audience beyond the website with your increasing knowledge and insight into our customer's habits and reactions
• Knowledge of Futura is desirable
• Knowledge of Zendesk or similar customer ticketing/service systems
• Knowledge of Shopify+ is desirable
• Willingness and ability to learn new software programs quickly, on the job
• Strong analysis and problem-solving skills
• An understanding of customer service ethos, online shopping experiences, and general e-commerce practices
• Ability to manage and prioritize your own time and workload
• Ability to record information accurately and produce accurate and timely reports
• Team player
• Highly accountable
• Ability to take direction and work with minimal supervision
• Respect for procedures and business requirements

Career Path

This role will have many touchpoints within the online team. Depending on your success, skill set, and desire, the customer experience support team member will have exposure to service delivery management, fulfilment management, content management, and customer engagement (EDM) coordination.

Core Lovisa Competencies

Please refer to Culture Commitments.

Work Environment and Company Culture

At blithequark, we're committed to creating a culture that's inclusive, diverse, and supportive. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us on this journey. We offer a dynamic and fast-paced work environment, with opportunities for growth and development.

Compensation, Perks, and Benefits

We offer a competitive salary, comprehensive benefits package, and a range of perks and benefits, including:

• Competitive salary
• Comprehensive benefits package
• Flexible working hours
• Professional development opportunities
• Recognition and rewards for outstanding performance
• Access to the latest technology and tools
• Collaborative and supportive team environment

How to Apply

If you're a motivated and passionate individual who's looking for a challenging and rewarding role, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Note:

This job description is a summary of the main responsibilities and requirements for the role. It's not an exhaustive list of every task, duty, or responsibility that may be required. The successful candidate will be required to work in a fast-paced and dynamic environment, and will be expected to be flexible and adaptable in their role. Apply for this job