Customer Care Specialist w/ Premier Impact E-commerce Fashion Brand

About the position

Marcella is seeking a motivated full-time Customer Experience (CX) Specialist to enhance customer relationships and provide exceptional service. This role involves managing pre-sale and post-sale inquiries through various support channels, acting as a brand ambassador, and contributing to the company's mission of social impact through fashion.

Responsibilities
• Act as a company ambassador by delivering exceptional customer service and support.
,
• Field inbound customer service inquiries through CRM and other communication channels.
,
• Provide articulate, professional, and informed assistance regarding product details and order status.
,
• Review and respond to incoming customer inquiries in a timely manner.
,
• Engage customers through email, live chat, and social media with informed product knowledge.
,
• Assist in overseeing communication channels to ensure timely responses to inquiries.
,
• Drive sales through proactive live chat campaigns and outreach programs.
,
• Handle customer complaints efficiently and provide appropriate solutions.
,
• Maintain a positive and proactive attitude in all communications.
,
• Document and process actions using internal standard operating procedures.
,
• Partner with production and fulfillment teams to ensure efficient order fulfillment.
,
• Stay informed about company collection launches and promotional activities.
,
• Meet personal and team targets and goals.
,
• Communicate as an active member of the CX team.

Requirements
• A completed university or associate's degree.
,
• At least 2+ years of related customer care experience, preferably in fashion or e-commerce.
,
• Excellent written and verbal communication skills.
,
• Superior organizational skills and ability to manage time-sensitive requirements.
,
• Proficiency in Microsoft Suite and Google Suite.
,
• Basic knowledge of social media platforms.
,
• Experience with Shopify and CRM systems is a plus.
,
• Ability to interact professionally with challenging individuals.
,
• Proactive problem-solving skills and adaptability to uncertainty.
,
• Exceptional attention to detail and ability to follow standard operating procedures.

Nice-to-haves
• Experience in fashion, beauty, or premium e-commerce consumer brands.
,
• Familiarity with CRM systems and best practices.

Benefits
• 401(k)
,
• Dental insurance
,
• Health insurance
,
• Paid time off

Apply Job!