Customer Service Representative

2 weeks ago

Anaheim, United States GENTLE MONSTER Full time

ABOUT US

Founded in 2011, IICOMBINED has launched the global fashion eyewear brand GENTLE MONSTER, followed by the perfume brand TAMBURINS and the dessert brand NUDAKE. Driven by continuous innovation and challenges, IICOMBINED continues its growth by developing brands that exemplify unparalleled beauty and unpredictable progressions.


GENTLE MONSTER is a global fashion eyewear brand that sets eyewear trends worldwide through its unpredictable and innovative advancements. With each annual collection, GENTLE MONSTER unveils distinctive and creative products, delivering brand value through diverse initiatives, including unique spaces and campaigns that embody experimental and sophisticated aesthetics.


TAMBURINS is a perfume brand that explores undefined territories of beauty.

TAMBURINS merges storytelling inspired by scattered scenes of the world with sophisticated and delicate perfumery techniques to capture the essence of true fragrance. TAMBURINS is a brand dedicated to sensory communication beyond customary experience through content that reinterprets various artistic elements, including objects, paintings, and performances, within a narrative-driven, exhibition-style space.


NUDAKE is an F&B brand that redefines dessert culture with its ‘Make New Fantasy’ ethos.

It creates novel desserts by integrating elements of fashion and art, transporting consumers to a new fantasy. By experimenting with and creating content that diverges from conventional processes and norms, NUDAKE delivers a message to consumers beyond the F&B experience.


Key Responsibilities:

Customer Interaction:

  • Acts as the site liaison for the guests and operations, speaking with online and retail customers over email phone, Chat service to provide outstanding customer service.
  • Provide accurate, valid, and complete information by using the CS tool -Zendesk and any project management tool.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.


Problem Solving:

  • Identify and assess customers’ needs to achieve satisfaction.
  • Provides customer support for all operational questions and handles escalation of operational or customer issues and concerns.
  • Troubleshoot and resolve product/service issues and concerns.
  • Keep records of customer interactions, process customer accounts, and file documents.


Product Knowledge:

  • Maintain a thorough understanding of our products and services.
  • Provide accurate information about product features, pricing, and availability.
  • Assist customers in making product selections based on their needs.


Team Collaboration:

  • Supports operations partners such as marketing, e-commerce, order fulfillment, and stores by delivering necessary communication to relevant parties.
  • Share customer feedback and suggestions to improve overall service and product offerings.


Data Management:

  • Use CS systems (Zendesk) to manage and track customer interactions.
  • Maintain customer accounts by updating information as necessary.
  • Proficiency in Microsoft Excel and generate reports on customer service metrics and trends.


Qualifications:

  • College degree preferred.
  • Familiarity with CS systems (Zendesk) and practices.
  • Strong verbal and written communication skills. Strong phone contact handling skills and active listening.
  • Ability to interact with all guests and colleagues, internal and external, effectively with tact and diplomacy.
  • Proficiency in Excel.
  • Bilingual and Experience in Live chat service is a plus.
  • 2 or more years of proven customer support experience or experience as a Client Service Representative.
  • Familiarity with fashion and DTC e-commerce preferred.


Job Type: Full-time


Benefits:

  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance


Shift:

  • 8 hour shift


Weekly day range:

  • Monday to Friday


Work setting:

  • In-person
  • Office

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