Job description

The Client Service Specialist, North America, plays a key role in integrating multiple OmniChannel features for seamless client experiences. The Customer Service Specialist provides a high level of luxury service to our clients, providing deep product knowledge and driving sales through multiple channels (phone, chat, email, and WhatsApp, Apple Chat, and direct messages via Social Media outlets). This role must also be an enthusiastic problem solver who can listen to customer service issues and offer a unique and innovative solution to each problem. This role must have a strong command of the company’s customer service policies, and strong product knowledge.

SCOPE

Provide CS support for the DOS retail network and E-Commerce, interacting with internal clients (Store Directors and Client Advisors) and customers to provide and process information in response to inquiries, concerns and requests about products and services. This is a temp to perm position with the possibility of hiring permanently.

ESSENTIAL DUTIES

• Manage incoming customer calls/email/live chat and messenger apps regarding product, service, and general client inquiries/concerns
• Maintain a high level of professionalism with clients and establish a positive rapport with every client
• Capture/update customer information in Salesforce after each service to include details of inquiries, comments, complaints, and actions taken
• Work as team to keep up the Chat, Phone and Email Service Levels KPI’s
• Send out Stella Connect Surveys after each service
• Process E-Commerce Orders from beginning to end, including: Review the orders for fraud by using Ayden Fraud tool and White pages pro
• Enter orders as requested for packaging, uniform accessories, store supplies, props and displays for the Logistics, Retail stores and Visual Teams
• Enter watch strap, buckle and bracelet orders via Sap
• Review store phone orders in white pages pro
• Partner with the Training team and CS Manager to stay updated on product knowledge and be informed of any changes in company policies
• Drive customer satisfaction and a seamless client experience by proactively problem solving and resolving any client frustrations
• Performs ad hoc tasks and projects as needed

KEY COMPETENCIES

• Bachelor’s Degree
• Minimum 1-3 years Customer Service experience
• Excellent verbal and written communication skills
• Ability to Multitask – handling Live Chat, Email, phone, and messenger platforms
• Client-centric mindset
• Must be available to work night shifts, holidays, and weekends
• Location and structure of working environment may change to be on-site or hybrid shortly
• Knowledge of Microsoft Office programs and ability to acquire some expertise in Store operation applications (Salesforce, SAP, White Pages, Google maps, social media, Adyen fraud tool and others)

Job Type: Temporary

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Holidays
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• New York, NY 10022: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: Hybrid remote in New York, NY 10022

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