Customer Experience Representative
5 days ago
Bonobos is a fashion-forward company that's on a mission to make fits and connections that inspire people to be themselves. Our menswear brand is known for being a style instigator, offering perfect-fit risks through our innovative retail model and personalized experience. With a strong focus on customer satisfaction, we're looking for a Customer Experience Guide to join our team.
Job SummaryWe're seeking a Customer Experience Guide who will serve as a front-line, on-call resource for all customers via phone, email, and live chat. This role represents the company image to customers by providing professional, courteous customer service, and ensuring that customers receive accurate and timely information. The ideal candidate will be able to work independently and as part of a team, with a strong focus on customer satisfaction and a passion for improving the customer experience.
Key Responsibilities- Provide genuine care and concern for customers through multiple channels in an efficient, friendly, and professional manner.
- Document inquiries, complaints, or comments into the support database to manage follow-up and communicate with teams.
- Manage multiple cases at once, conduct transaction and tender research in various systems and applications.
- Enhance customer engagement by researching and resolving ongoing issues, following up with customers on issues, and implementing resolutions.
- Possess a deep understanding of our product catalog, tools, and technology to offer style advice and help customers find what they need.
- Work cross-functionally with various business partners and field leaders to resolve customer concerns and provide thoughtful, strategic insight regarding customer needs.
- Meet or exceed all CX productivity and quality standards.
- Preferred 2+ years of customer service experience, retail store leadership, or other customer-facing roles.
- Proficiency in use of technology (Word, Excel, Google Suite, Slack).
- Ability to wear a headset for up to 8 hours.
- Open to a flexible schedule based on the needs of the business.
- Must be able to work holidays and weekends as required.
Bonobos offers a range of benefits to help protect full-time associates' health and long-term financial security, including medical, pharmacy, dental, and vision coverage, 401(k) and Roth 401(k) with Company match, merchandise discount, paid time off, and parental leave for new moms and dads.
Part-time associates may be eligible to receive paid sick leave, public health emergency leave, and to participate in the 401(k) and Roth 401(k) with Company match. Additionally, part-time associates are eligible to receive a merchandise discount and to choose voluntary benefits through YouDecide. Full-time associates may be eligible to participate in our incentive plan.
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