Ecommerce Customer Service Associate

A luxury brand is seeking a contracted Ecommerce Customer Service Associate in Fort Worth, TX. This person will be responsible for delivering an exceptional after-sales service experience to our valued retail partners by responding to clients’ needs via phone, email, and fax. The ideal candidate will be fluent in both English and Spanish, have outstanding Customer Service and communication skills, have a drive for quality results, and be committed to meeting deadlines. Equally, the candidate will be resilient and adaptable while promoting a positive and professional culture

Responsibilities:

• Manage luxury brand after-sales email boxes
• Handle inbound calls and support outbound campaigns
• Build lasting relationships by delivering first-contact resolution
• Process cost estimate approvals and spare parts orders
• Manage factory, intercompany, and B2B communication

Qualifications:

• Bachelor’s degree preferred but not required, especially in Fashion, Retail, or related field
• 3+ years in contact center/Customer Service environment/retail, or equivalent combination of education and experience from which comparable knowledge and abilities can be acquired
• Experience in eCommerce, luxury retail sector preferred ( Fashion, Jewelry, etc)
• Must display a high level of maturity, poise, and sound business judgment to work with luxury and exceptionally demanding clients
• Ability to quickly absorb extensive information on our brands’ history, product offerings, and communications/advertising program
• Technology
• Confidence and technical agility to learn and use multiple applications and systems; ability to multi-task on a daily basis between those tools.
• Proficiency with Microsoft Office
• Experience using Salesforce, CRM, or other comparable email and chat management tools a plus

Additional Preferred Abilities Include:

• SAP knowledge
• Social media experience
• Comfort with virtual and video-based client interactions and sales
• Cultural intelligence and languages are a plus
• Knowledge of high-end jewelry, timepieces, and gemstones
• Salesforce is a PLUS – Not required

Personal Skills:

• Excellent verbal and written communication skills
• Client-focused
• A passion to assist, whether with clients, internal partners, or developing teams
• Developing, promoting, and communicating empathy for clients and partners
• Ability to handle highly sensitive clients and situations
• Strong understanding of formal and informal etiquette and manners
• Organized and efficient for day-to-day operations
• Self-sufficient, proactive, and positive attitude towards colleagues and clients; team player

Please submit your resume for consideration!