E-Commerce Customer Service Associate

Summary

Join Catbird, a renowned fine jewelry company, as a full-time Customer Service Associate in their E-commerce Department. This remote position, with occasional in-person training at their LA stores, is open to California residents only. As a Customer Service Associate, you will be responsible for providing exceptional customer service through various channels, including email, social media, and live chat, ensuring a positive customer experience. You will also be responsible for managing orders, providing product information, and resolving customer inquiries. The ideal candidate will have at least one year of experience in E-commerce Customer Service, possess strong communication and problem-solving skills, and be comfortable working in a fast-paced environment.

Requirements

• 1+ year(s) of experience in E-commerce Customer Service
• Maintains a positive attitude with an all-hands-on-deck team mentality
• Ability to work in a fast paced environment with flexibility in various areas of coverage
• Problem solving mastermind
• Computer savvy
• Empathetic, genuine, honest, encouraging and kind

Responsibilities

• Provide exceptional and personalized service to customers via email, social media channels, and live chat within a 24hr SLA window
• Navigate multiple order management systems, along with substantial catalog of Google documents and sheets to provide and follow up on order status’ and product details
• Learn the Catbird ‘voice’ and customer service culture to support a long term customer relationships
• Strong command of multiple communication styles: social media, chat, and email, ability to navigate and switch between coverage assignments as needed
• Provide styling and jewelry care advice to customers with a strong knowledge of Catbird products
• Brainstorm ways to create out-of-this-world customer experiences with your manager and team members
• Help cultivate a warm and inviting culture in order to assist our customers; clearly communicate policy and offer friendly assistance in all customer interactions
• Display a command of product knowledge, procedure and policy to resolve any and all customer questions
• Communicate daily via Slack and email with store, merchandising, inventory, fulfillment, and shipping teams to process, cancel, change, and update order details following trained procedures
• Ability to think clearly and provide issue resolutions to customer concerns in the kindest and most efficient way possible

Preferred Qualifications

• Experience with jewelry or luxury brands is a plus
• Experience using Kustomer is a plus
• Located in Los Angeles/San Francisco a plus; opportunity to hybrid train our SF/LA area stores