ECOMMERCE CUSTOMER SERVICE LEAD

Liverpool is the trusted lifestyle wardrobe solution for women and men engaged in inspired lives. Our aim is to make their lives easier, to be the answer to their daily fashion needs, and to inspire them to heightened levels of self-expression and confidence by consistently delivering on-trend and relatable style.

ROLE OVERVIEW:

We have an exciting career opportunity to join our Ecommerce team! The Ecom Customer Service Lead will interact with external customers across the country via phone, chat, and email to efficiently answer questions and resolve concerns. The mission is to represent the Liverpool brand and provide customers with “WOW” service at all times.

KEY ACCOUNTABILITIES:

• Provide exceptional online customer service support with excellent phone and/or written communication skills, resulting in maximizing online sales and a repeat client base.
• Manage customer cases providing support and information regarding eCommerce products, stock availability, order inquiries, returns, exchanges and shipping information.
• Act as a generalist to clients and prospects regarding fashion trends, providing styling recommendations based on clients’ individual needs.
• Knowledgeable in company policies and procedures including after sales policies
• Demonstrate passion for the brand and keeps relevant with brand information including but not limited to the brands products, brand storytelling, social responsibility, services, promotions, and marketing trends.
• Understand customer needs and resolves cases to enhance brand loyalty.
• Cultivate relationships and offers special, dedicated, and curated service to very important clients actively contributing to increased sales revenue.
• Ensure relevant administration is completed and distributed appropriately.
• Support quality assurance and shares product and website related client feedback.
• Cross collaboration with other brand partners, including stores in managing customer cases.
• Contribute towards the efficiency of the Client Services team and plays a key role in achieving the service level targets.
• Help lead our external customer service support team and identify opportunities when needed.

SKILLS & QUALIFICATIONS:

• Minimum of 3-5 years as a Customer Service Representative
• Ability to make connections and provide exceptional service to all customers
• Ability to manage/ learn apps and tools such as Zendesk, Shopify, Excel, Etc…
• Works well under pressure and can problem solve efficiently by utilizing internal and external resources
• Resourceful, can-do attitude that thrives in a fast-paced environment and wants to grow within our exciting company.
• High energy with a positive attitude
• Takes direction and constructive critiques well while having the ability to work autonomously and provide self-direction when needed.