Customer Care Support (East Coast)

ROLE OVERVIEW :

Every piece of feedback is important to our website offer, be it in the service delivery of getting an item to our customer on time, or directing an international or regional customer purposefully to their nearest Lovisa store.

The customer experience support role is to capture, report and resolve the feedback from our Customers in regard to their experience using Lovisa.com.

Management of customer emails with daily priorities of correct response, follow-up and resolution is key to this role. Keeping them on script and knowing when to escalate for 100% satisfaction is your priority.

Assisting with the language and descriptions and promises of the online product detail is key to delivering our customer what they want; providing our Content team with the key words to use or avoid.

Problem solving for customers may arise from time-to-time, you will continuously develop your understanding of our customer and will continuously improve on output to enhance the customer experience.

You are the gatekeeper and editor of the Lovisa Store Locator service; keeping the world up to date with our available stores around the globe.

This role offers a great opportunity to acquire a broad knowledge of dotcom procedures within a hands-on and productive environment.

You will be an excellent multitasker with the ability to speak the Lovisa lingo during live chat sessions with our customers globally.

ROLE OBJECTIVE :

Manage the customer service responses for Lovisa.com, live chat, inbound phone calls and social media.

Engage our team and customers purposefully to achieve 100% service resolution within 24 hours

Reply back to customers in a timely manner in line with the departments KPIs

Manage adhoc duties as directed by the CX Manager and Coordinator

Liaise with internal stakeholders such as the marketing, digital, trade and retail teams

Solve customer issues, complaints and feedback in an efficient way while adhering to our policies

REQUIREMENTS OF THE ROLE :

Respond to daily feedback from customers (both internal and external) with proactive and decisive communication that result in positive outcomes for all parties

Target an ongoing KPI of service resolution at 100%, high customer satisfaction rates and full complaint resolutions

Assist in the definition of item descriptions and display to create the best possible content for our customers and stores

A desire to exceed our customers’ expectations with exceptional product detail, assistance and recommendations; you are “Ambassador Lovisa.com”

Communicate effectively through our customer omnichannel

Assist in managing order fulfillment by following up with customers, logistics and management.

ATTRIBUTES REQUIRED :

Excellent communicator in verbal and writing skills

Ability to deliver on schedule, working calmly and efficiently under pressure

Desire to develop the Lovisa communication to an audience beyond the website with your increasing knowledge and insight into our customer’s habits and reactions

Knowledge of Futura is desirable.

Knowledge of Fresh Service or similar customer ticketing/service systems

Knowledge of Shopify+ is desirable

Willingness and ability to learn new software programs quickly, on the job

Strong analysis and problem-solving skills

An understanding of customer service ethos, online shopping experiences and general e-commerce practices

Ability to manage and prioritize your own time and workload

Ability to record information accurately and produce accurate & timely reports

Team player

Highly accountable

Ability to take direction and work with minimal supervision

Respect for procedures and business requirements