Customer Experience Specialist, E-Commerce
Corporate HQ
Corporate HQ – E-Commerce /
Full Time /
On-site
We are seeking a Customer Experience Specialist to deliver exceptional service and support for our luxury e-commerce clientele. This role is responsible for ensuring a seamless and personalized shopping experience, resolving customer inquiries with professionalism, and collaborating with internal teams to optimize service processes. The ideal candidate is detail-oriented, proactive, and passionate about luxury retail, client satisfaction, and relationship-building.
Duties & Responsibilities Include:
Customer Service & Support
- Deliver white-glove customer service via email, chat, and phone, ensuring every customer interaction reflects the brand’s luxury standards.
- Assist customers with inquiries regarding orders, product details, policies, and shipping timelines, providing tailored solutions that enhance their shopping experience.
- Proactively engage with customers to offer styling advice, product recommendations, and order modifications to drive brand loyalty and repeat business.
- Manage and escalate high-priority customer issues, including VIP client concerns, order disputes, and fulfillment delays, ensuring swift resolutions.
- Process returns and refunds in coordination with the warehouse and finance teams, ensuring accuracy and adherence to company policies.
- Investigate and resolve order-related issues, including lost packages, chargebacks, payment discrepancies, and fraud cases, while working closely with the Finance team.
- Maintain service level agreements (SLAs), ensuring all customer inquiries are handled in a timely and professional manner.
- Track and analyze customer interactions, identifying patterns and opportunities to enhance the customer journey.
- Assist in developing customer service guidelines and knowledge resources to ensure a consistent, high-touch customer experience.
Customer Relationship Management & Retention
- Engage with customers to foster brand loyalty and long-term relationships, ensuring a personalized and memorable shopping experience.
- Utilize CRM tools to track customer interactions, preferences, and service history, enabling proactive and customized client engagement.
- Collaborate with the marketing and e-commerce teams on clienteling initiatives, including follow-ups, loyalty outreach, and special client offers.
Process Improvement & Collaboration
- Work closely with the Operations and E-Commerce teams to troubleshoot fulfillment challenges and optimize workflows through AI and other resourcees.
- Identify opportunities for service enhancements and contribute to ongoing process improvements that improve response times and customer satisfaction.
- Assist in refining and documenting Standard Operating Procedures (SOPs) for customer service functions.
- Contribute to the training and development of new customer service team members, sharing best practices and product knowledge.
Technology & Systems Expertise
- Customer Service Platforms: Gorgias or other helpdesk software.
- E-Commerce Platforms: Shopify Plus & relevant apps (Narvar, Fraud protection software, Paypal, etc)
- CRM & Clienteling Tools: Experience with customer data tracking and engagement platforms is a plus.
- Productivity Tools: Excel, PowerPoint, Google Suite.
Performance Metrics & Reporting
- Monitor and improve customer service KPIs, including response times, resolution rates, and customer satisfaction scores (CSAT, NPS).
- Track customer trends and feedback, providing insights to improve service quality and the overall e-commerce experience.
Desired Skills & Experience
- Customer-Obsessed: Passionate about delivering a best-in-class luxury service experience.
- Strong Communicator: Exceptional verbal and written communication skills, with a polished and professional tone.
- Problem-Solver: Quick-thinking, solution-oriented, and able to handle high-pressure situations with grace.
- Detail-Oriented & Organized: Manages multiple tasks efficiently while maintaining a high level of accuracy.
- Proactive & Adaptable: Takes initiative, works independently, and adapts to evolving customer needs.
- Tech-Savvy: Comfortable navigating customer service and e-commerce platforms, with a willingness to learn new systems.
- Luxury & Global Mindset: Experience with international customers, multi-currency transactions, and luxury retail is a plus.
$80,000 - $85,000 a year
