SCOPE OF RESPONSIBILITY

The Ecommerce Customer Service Representative reports to the Ecommerce Customer Service Manager and handles all aspects of customer service. As the front-line brand representative, you assist customers with questions, resolve issues, and ensure a positive experience that aligns with brand values. You excel at building relationships, resolving discrepancies quickly, and providing exceptional call center support. Comfortable on the computer and phone, you also manage communication across platforms and assist with e-commerce operations and promotional efforts during downtime.

Customer Support:

Respond to customer inquiries via telephone, email, live chat, and various platforms in polite, courteous and timely manner making sure all problems have been resolved. Assisting customers with previous orders placed online and in-store as well as placing new orders. Listen to and respond to customer voicemail messages promptly and professionally. Analyze customer requests, provide the information needed, and resolve concerns courteously. Coordinate with supervisors to address serious complaints and implement solutions to common issues. Respond to customer reviews professionally and constructively to enhance brand reputation.

• Consistently modeling effective customer service behaviors as inspiration to others

E-Commerce and Operations Support:

Monitor and cancel fraudulent orders to ensure secure transactions. Communicate with warehouse/dropshipper on late or incorrect orders. Track and manage customer returns in an organized manner and assist in controlling the quality of the returns. Monitor late orders within the order management system and address them appropriately. Update and maintain the Perfumania website by adding new products and editing existing ones with precision and accuracy. Assist in pricing optimizations and support promotional campaigns. Identify and report website bugs or user experience concerns. Handle data input and other back-office tasks as required. Take on additional responsibilities as the needs of the business evolve. The Customer Service team will be required to work select weekends during the peak season (November and December) to assist with fulfillment and everyday tasks.

Qualifications:

3-5 years of customer service experience in a call center or similar environment. Strong typing skills with a minimum speed of 40 WPM and proven ability to maintain accuracy and attention to detail in written communication. Excellent written and verbal communication skills with a professional demeanor. Proficient in Microsoft Office and comfortable working with multiple systems. Strong organizational skills and attention to detail. Experience with live chat or email correspondence is a plus. Strong passion and knowledge of designer fragrances or e-commerce is a plus. Bilingual (English and Spanish) is highly preferred.

Job Type:

Full-time Pay:

$18.00 - $23.00 per hour

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Shift:

8 hour shift Ability to commute/relocate: Miramar, FL 33025: Reliably commute or planning to relocate before starting work (Required)

Experience:

Computer skills: 2 years (Required)

Online Customer Service/Call Center:

2 years (Required) Live chat: 2 years (Preferred)

Microsoft Excel:

2 years (Preferred)

Language:

English and Spanish (Required)

Work Location:

In person