Mergers and Acquisitions Analyst
DOXA
Customer Care Support
Lovisa Pty Ltd
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteSalary
💰 $17 - $20 per hour
Job Level
Mid-LevelSenior
About the role
- 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
- Capture, report and resolve feedback from customers regarding Lovisa.com experience
- Keep the Lovisa Store Locator service up to date with our available stores around the globe
- You will be an excellent multitasker with the ability to speak the Lovisa lingo during live chat sessions with our customers globally
Requirements
- 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.
- 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
