Client Care Associate

1 month ago

New York, United States Fleur du Mal Full time

Fleur du Mal is a luxury lingerie, swim and ready-to-wear brand founded in 2012 by Jennifer Zuccarini. The collection is distributed online at fleurdumal.com, at Fleur du Mal boutiques and with top department stores and specialty retailers around the world.


The Client Care Associate will support the Ecommerce Team to ensure Fleur customers have the most elevated and seamless shopping experience possible. The perfect fit for this role is a charismatic, hard working and enthusiastic individual who is interested in cultivating their client service, ecomm and logistics chops to join our team. They will have a strong interest in fashion and technology, love for the Fleur brand, experience in customer service and a desire to learn.


Responsibilities:

  • Process FarFetch platform orders and escalate issues if needed
  • Sort customer service inboxes to prioritize time sensitive or high urgency inquiries
  • Keep customer service inbox spam free
  • Ensure new customer inquiries are responded to as quickly as possible
  • Maintain high speed of response with customers for any ongoing correspondence
  • Keep customer issue notes up to date for transparency throughout team
  • Assist in reviewing returns through warehouse system to ensure all items are received back before processing
  • Assist customers with setting up returns, locating their deliveries, sending replacement packages, damaged product repairs or replacements and more
  • Respond to customer inquiries across email, live chat, text and phone
  • Work with customers in a friendly and professional manner at all times, keeping their overall experience top of mind
  • Aim to surprise and delight customers with your level of service constantly
  • Understand the nuances of the Fleur du Mal brand, ultimately be the epitome of a Fleur Girl or Guy at heart


Job Requirements:

  • Minimum 2 years experience in customer service, retail, and/or hospitality for a luxury fashion brand or service. Gladly and Shopify experience a plus.
  • Serious written and verbal communication skills, elevated and confident phone etiquette and speech
  • A love for interacting with people and solving problems
  • Ability to take initiative, be a self starter and multi-task
  • A heightened sense of urgency and compassion when dealing with client issues, always putting yourself in the customer's shoes
  • Positive team player able to develop productive relationships with co-workers
  • Excited and enthusiastic to work at a fast-growing fashion company and help build client relationships


Details:

  • Compensation | $22 - $25 per hour based on experience
  • Hybrid Position | Scheduled in-office and work-from-home days
  • Availability | 2 - 4 hours Saturday + Sunday, in addition to early weekdays. Weekly hours will range between 12 - 40 based on current needs


To further express interest in this opportunity, you are welcomed to email emily@fleurdumal.com detailing why you think this role would be a fit for you.

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