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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