Retail Service Expert

4 weeks ago

New York, New York, United States Bonobos Full time
About Bonobos

We are a fashion-forward company dedicated to delivering exceptional customer experiences. Our mission is to make fits and connections that inspire people to be themselves. We offer a unique retail model and personalized service that sets us apart from traditional retailers.

Job Summary

We are seeking a highly skilled Customer Experience Guide to join our team. As a front-line representative, you will be responsible for providing exceptional customer service via multiple channels, including phone, email, and live chat. You will be the face of our company, representing our brand values and ensuring that every customer interaction is positive and memorable.

Key Responsibilities
  • Customer Service: Provide genuine care and concern for customers through multiple channels in an efficient, friendly, and professional manner.
  • Case Management: Document inquiries, complaints, or comments into our support database to manage follow-up and communicate with teams.
  • Transaction Management: Manage multiple cases at once, conduct research in various systems and applications, and implement resolutions.
  • Product Knowledge: Possess a deep understanding of our product catalog, tools, and technology to offer style advice and help customers find what they need.
  • Collaboration: Work cross-functionally with various business partners and field leaders to resolve customer concerns and provide thoughtful, strategic insight regarding customer needs.
  • Productivity and Quality: Meet or exceed all CX productivity and quality standards.
Requirements
  • Experience: Preferred 2+ years of customer service experience, retail store leadership, or other customer-facing roles.
  • Skills: Proficiency in use of technology (Word, Excel, Google Suite, Slack), strong decision-making, problem-solving, and de-escalation abilities, excellent listening and communication skills, and ability to multitask.
  • Attributes: Strong customer service skills, ability to work independently and as a team, positive attitude, and passion for improving the customer experience.
Benefits and Compensation

We offer a range of benefits to help protect our 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.

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