Note: The job is a remote job and is open to candidates in USA. Shopbop, a fully integrated Amazon subsidiary, is looking for a motivated Customer Support Specialist who is passionate about customer satisfaction. The role involves providing world-class service to customers, resolving issues through various communication channels, and demonstrating a comprehensive knowledge of Shopbop’s products and services.

Responsibilities

• Act as a Brand Ambassador for Shopbop, providing world-class service to all Customers
• Be the first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone, live chat and/or social media
• Provide Customers with critical service and product information, ensuring customer satisfaction
• Demonstrate sound understanding and comprehensive knowledge of the Shopbop’s full range of products and services
• Handle customer inquiries and/or cases through different channels in a timely and professional manner decisions in consideration of the policies and procedures within the Service Level Agreement
• Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers’ voices
• Utilize a variety of software programs to resolve customer inquiries
• Work with external shipping contractors to assist customers with both domestic and international issues

Skills

• Strong verbal and written communication skills
• Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience in a high volume, high production operations environment
• High school diploma
• 2+ years within a luxury customer service-focused environment, such as contact center and/or luxury retail. Direct customer phone/email experience
• The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turn on the camera when requested by leadership
• Home work area that is free from background noise where you can connect to the internet and work on your deliverables
• The ability to meet the Shopbop and Amazon Customer Contact Center Guidelines and expectations which includes using a wired, high-speed Internet, Modem or Router w/ Ethernet Port – Customer Support Specialists must connect directly (No Satellite Internet or Wi-Fi)
• Knowledge of basic mathematics
• Knowledge of Windows desktop environment and use of Word, Excel, IE, Firefox etc
• Experience in computer skills, including proficiency in MS Office (Word, Excel, PowerPoint), or experience that includes strong analytical skills, attention to detail, and effective communication abilities

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