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Customer Service Representative

2 months ago

San Jose, United States Azazie, Inc. Full time

About Us:

AZAZIE stands as the leading direct-to-consumer (DTC) e-retailer, providing an array of bridal gowns, bridesmaid dresses, evening wear, and accessories. Designed in Los Angeles, AZAZIE disrupts the traditional wedding industry by presenting made-to-order gowns at an affordable price point. The brand is dedicated to promoting body-positive fashion, ensuring that all dresses, available in sizes 0-30, are meticulously cut and sewn to order. Explore our website, where you'll find hundreds of bridal and bridesmaid gowns and dresses, spanning over 80+ enticing color options.


Job Summary:

Azazie is looking for a self motivated and driven Customer Service Representative to join our growing team In this role you will be responsible for providing a positive and efficient customer experience by educating customers on product knowledge, policies and services. We are seeking out top talent candidates that are highly engaged with our customers by productively providing the solutions in response to questions, concerns, and complaints through our chat, phone and email channels.


*Please note:


We are only recruiting local candidates at this time to accommodate a hybrid-based schedule. The employee will come into San Jose location 3 times a week


Schedule:


  • Monday - Friday 7:30AM - 4:30PM
  • Monday - Friday 8:00AM - 5:00PM
  • Tuesday - Saturday 8:00AM - 5:00PM
  • Sunday - Thursday 7:00AM - 4:00PM


Responsibilities:

As a Customer Service Representative, you'll be an important part of our growing team You will be set up for success in meeting the following requirements for this role:

  • Proficient in supporting our customers via phone, chat and email identifying their needs, complaints, or other issues and providing solutions and support as needed.
  • Proactively monitor and de-escalate situations involving unhappy customers by clarifying the information, communicating best next steps and providing solutions within 24-48 hours.
  • Responding efficiently and accurately to customers through showing Azazie cares, listening to their concerns and ensuring they have a memorable experience shopping with us.
  • Navigate knowledge based platforms within: AI Intercom, Company Website, Content Management System, ERP and Happy Returns.
  • Strong attention to detail with ensuring accuracy in information provided and in recording customer details in order to maintain customer satisfaction and resolve issues effectively.
  • Competency and initiative to meet and exceed the department metrics and individual performance goals.
  • Implementation of utilizing software, databases, and tools appropriately to provide exceptional customer service within our DTC industry.


Skills/Talents you have:

  • Analytical, problem solver and critical thinker.
  • Ability to manage multiple channels of communication, tickets and customer conversations leading with Azazie cares and empathy.
  • Team player that is willing to take initiative to support customers, other agents and supervisors.
  • Adaptability to thrive in a fast-paced ever changing work environment.
  • Aptitude in maintaining comprehensive knowledge of the AZ CS policies, procedures and SOPs for our customers.
  • Positive attitude with a desire to learn and share ideas in a collaborative work environment.
  • Clear and concise communicator within customer interactions and across different departments.
  • Ability to build positive and long term customer relationships that reflect in positive customer satisfaction survey results.
  • Excellent time management skills.
  • Customer-focused with strong interpersonal and tech savvy skills.


Qualifications:

  • Customer Service Experience: 1 year (Preferred)
  • Fluency in English. Additional languages is a plus, but not required (please note if you have skills in Spanish, Mandarin, or French in your application)
  • Experience with AI Intercom, Slack or other CRM software is a plus.
  • Experience navigating websites/browsers and using chat software (ex./ Slack); quickly navigating. between chat and other company tools such as our CRM and phone software.
  • Excellent written and oral communication skills.
  • Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint) as well as Google Docs.
  • Customer-focused and can demonstrate mastery of customer service skills.
  • Ability to maneuver between multiple tasks.


Benefits:

  • Free snacks and drinks in office
  • Company engagement events
  • Gym access in San Jose office building
  • Monthly departmental CS appreciation lunches


Physical Requirements: While performing the functions of this job, the employee is regularly required to sit; frequently required to talk or hear; and occasionally required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close, distance and color vision.


Azazie, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Azazie, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.