Customer Service Associate

1 month ago

New York City, United States Lingua Franca Full time

Position Summary

We are seeking a Customer Service Associate with a professional and pleasant demeanor to support our business based in New York City. In this role, you will provide exceptional customer service, efficiently and graciously meeting customer needs and problem-solving, while ensuring seamless internal operations to exceed customer expectations. As the primary contact for our online customers, you will be a dedicated brand ambassador with a direct impact on the department and the company’s success.

Primary Responsibilities

Deliver personalized and exceptional customer service via e-mail, social media, and live chat, answering questions and making order adjustments in a timely manner Proactively resolve client issues and mitigate customer dissatisfaction while adhering to company procedures and policies Communicate cross-departmentally to process exchanges, address changes, escalate lost packages, and continually track the status of open orders Gather feedback from customer inquiries and concerns about procedures, services, and products and filter them through the appropriate departments Develop a strong understanding of Lingua Franca’s overall workflow and policies; utilize necessary systems and software with accuracy and efficiency Assist in the creation of processes and workflows that enhance the team’s ability to provide unique and better solutions Become an expert on Lingua Franca products and brand, including all new offerings, promotions, and the details of our embroidery processes and manufacturing standards Communicate company policy to customers as necessary and ensure that the in-house processes and procedures are adhered to

Qualities of an Ideal Candidate

Comfortable with team-based work structure  Top-notch communication skills - verbal, written, and visual – that can be utilized with a wide variety of people Exceptional attention to detail and organization; highly adept at handling multiple priorities simultaneously Problem-solver who enjoys analyzing customer needs and creating appropriate solutions Positive, gracious, and patient

Qualifications

Familiarity with the eCommerce space Proficiency with Google Workspace, Gmail, and Excel Experience with CRM, EMS and shipping platforms preferred; experience with Brightpearl EMS, ShipStation, Shopify Plus, Shopify POS, and/or Front a big plus Knowledge of luxury brands preferred Previous retail sales and customer service experience preferred Weekend availability required

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