Customer Care Specialist w/ Premier Impact E-commerce Fashion Brand

About the position

Marcella is seeking a motivated full-time Customer Experience (CX) Specialist to enhance customer relationships and provide exceptional service. This role involves managing pre-sale and post-sale inquiries through various support channels, acting as a brand ambassador, and contributing to the company's mission of social impact through fashion.

Responsibilities
?? Act as a company ambassador by delivering exceptional customer service and support.
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?? Field inbound customer service inquiries through CRM and other communication channels.
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?? Provide articulate, professional, and informed assistance regarding product details and order status.
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?? Review and respond to incoming customer inquiries in a timely manner.
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?? Engage customers through email, live chat, and social media with informed product knowledge.
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?? Assist in overseeing communication channels to ensure timely responses to inquiries.
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?? Drive sales through proactive live chat campaigns and outreach programs.
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?? Handle customer complaints efficiently and provide appropriate solutions.
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?? Maintain a positive and proactive attitude in all communications.
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?? Document and process actions using internal standard operating procedures.
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?? Partner with production and fulfillment teams to ensure efficient order fulfillment.
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?? Stay informed about company collection launches and promotional activities.
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?? Meet personal and team targets and goals.
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?? Communicate as an active member of the CX team.

Requirements
?? A completed university or associate's degree.
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?? At least 2+ years of related customer care experience, preferably in fashion or e-commerce.
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?? Excellent written and verbal communication skills.
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?? Superior organizational skills and ability to manage time-sensitive requirements.
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?? Proficiency in Microsoft Suite and Google Suite.
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?? Basic knowledge of social media platforms.
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?? Experience with Shopify and CRM systems is a plus.
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?? Ability to interact professionally with challenging individuals.
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?? Proactive problem-solving skills and adaptability to uncertainty.
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?? Exceptional attention to detail and ability to follow standard operating procedures.

Nice-to-haves
?? Experience in fashion, beauty, or premium e-commerce consumer brands.
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?? Familiarity with CRM systems and best practices.

Benefits
?? 401(k)
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?? Dental insurance
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?? Health insurance
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?? Paid time off

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