Customer Service Associate
4 meses atrás
ABOUT US
With a commitment to quality and attention to detail, our watches and jewelry product teams are focused in developing creative yet elegant accessories to accompany the lifestyle of our beloved customers. The forever-waterproof jewelry has been our most recent and strongest bet, side by side with timeless analogical and smart watches.
In fact, our technical support team is a source of distinctiveness in a sector that has been driven towards a short product life cycle. We believe we can make remarkably good and high-end-design products affordable.
Whether you're looking for a watch for everyday wear or a special piece of jewelry for a special occasion, our brand has something to offer.
Our mission is to provide customers with high-quality, stylish products that are built to last forever.
ABOUT THE ROLE
**Key Responsibilities**:
**Provide outstanding customer service**:
- Proactively keeping customers informed of enquiry progress with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements
Maintain control of the processes related with customer service:
- Dealing with internal processes from start to finish, working closely with Ecommerce (e.g. product descriptions), warehouse and logistics (e.g. customers’ returns and redeliveries or order cancelations, shipping)
- Sharing with the right teams issues encountered on the day to day work and how to solve them quickly
Implement and improve existing processes, making sure we excel at answering our clients’ requirements & needs
- Defining the necessary reports to address recurring issues
- Create the necessary processes to ensure efficacy and efficiency (e.g. standard operating procedures, automatic responses, Chat bot)
- Monitoring and replying to customer queries across all our platforms, tracking customer orders and updates to support customer brand insight and information
Create and analyze customer success mindset tools, including surveys for brand purposes, B2B feedback to our initiatives in point of sale and others - in partnership with marketing department
**Your experience, knowledge & skills**:
- 1+ year of experience in a Customer Service environment.
- Proficiency in Portuguese and English (written and speaking)
- High-level multi-tasking with an element of urgency to support the volumes that can arise.
- Experience in working with a CS & CRM system is highly advantageous.
- Exceptional communicator, with strong interpersonal skills.
- Team player with a collaborative mind set, self-motivated and able to work independently on set tasks.
- Excellent organizational skills and time management.
- Hands on approach
- Strong analytical, verbal, and written communication skills.
- Living or willing to move to Lisbon, Portugal
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