LYSSÉ NEW YORK · 11 hours ago
Ecommerce Customer Support Specialist
Indianapolis, IN
Part-time
Onsite
Entry Level
1+ years expLyssé New York is a fashion company known for its innovative clothing designs, particularly in leggings and apparel. They are seeking an Ecommerce Customer Support Specialist to provide exceptional support to online customers, ensuring a seamless shopping experience while managing inquiries and enhancing customer satisfaction.
E-CommerceFashionLifestyleRetailTextiles
Responsibilities
Respond to customer inquiries via email, chat, phone, and social media in a timely and professional manner
Address questions related to order status, product details, returns, and exchanges
Interact with giveaway winners to coordinate prize fulfillment and ensure a positive brand experience
Communicate proactively with flagged customers regarding order shorts, shipping delays, and other logistics issues
Assist customers with order placement, tracking, modifications, and cancellations
Ensure accurate and efficient processing of orders
Manage the returns and exchange process, ensuring it is smooth and customer friendly
Process refunds and exchanges promptly
Encourage return customers to consider exchanges, helping to retain revenue and increase overall quarterly sales
Perform regular cleanup of paused orders in the ERP system to maintain accurate order flow and inventory
Become a Lyssé Product Expert to provide customers with an elevated shopping experience surrounded by recommendations
Maintain a comprehensive understanding of our fashion line, including their features, sizes, and availability
Maintain CSAT scores consistently above 4 out of 5 within the customer service platform
Moderate AI-generated customer service responses to ensure accuracy and brand voice consistency
Assist in building out and improving the automated customer service suite
Maintain regular average ticket response SLAs (under 1 business day)
Manage the Lysse.com rewards system, ensuring optimal point distribution and program functionality
Communicate website glitches
Investigate and resolve customer complaints and issues, collaborating with other teams as needed to ensure customers are satisfied with the resolution
Collect and analyze customer feedback to identify trends and areas for improvement
Share insights with the team to enhance the ecommerce experience
Assist the Ecommerce team as necessary with individual projects
Qualification
Required
Strong commitment to providing outstanding customer service and creating a positive shopping experience
Polished professional presence and demeanor
Ability to work collaboratively with other team members and departments to achieve common goals
Ability to make decisions and work with little supervision
Detail-oriented with strong organizational skills and the ability to manage multiple tasks efficiently
Excellent verbal and written communication skills. Ability to convey information clearly and professionally
Familiarity with ecommerce platforms and customer support tools. Proficiency in Microsoft Office Suite
Strong problem-solving skills with the ability to think critically and resolve issues effectively
Self-confident, self-motivated, self-starter, flexible, results-oriented and success driven
Interest in Fashion
Bachelor's degree in Business, Fashion Merchandising, or related field is a plus
Preferred
1-2 years of experience within specialty retail setting
Experience using Zen Desk and Shopify a plus
Experience within women's apparel industry a plus
Company
LYSSÉ NEW YORK
LYSSÉ – FOUNDED & INSPIRED BY BETH Founded in 2009, Lyssé New York was the brainchild of Beth Gold Cohen, who after undergoing treatment for cancer, embarked on a quest to find the perfect leggings to fit her style and changing body.
11-50 employees
Funding
Current Stage
Early StageRecent News
Google Patent
2024-04-14
Company data provided by crunchbase