Elite Customer Service Representative (Fashion Specialist)
Company: VIPdesk Connect
Location: Atlanta
Posted on: April 10, 2021
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Job Description:
Company Profile:
VIPdesk, a premium provider of outsourced customer experience
solutions, utilizes a select team of remote work-at-home Brand
Ambassadors (customer service professionals), located throughout
the U.S., to provide elevated customer experience for luxury and
premium brands. As a certified B-Corp, Women-Owned-Corporation and
Best Workplace winner, VIPdesk is on a fast mission to elevate the
human experience with its team members and its partners. Talented
team members of VIPdesk not only excel in delivering superior
customer service but are passionate ambassadors of the brands they
serve. VIPdesk's suite of services include Omni-Channel Customer
service handling including all traditional and digital contact
channels, full AI and assisted AI solutions, social media
management, back office support and customer experience
consulting.
Job Description:
Sorry, Visa / sponsorship not available.
The CHANEL Customer Care Advisor (Customer Service Representative)
provides elevated customer service and is responsible for assisting
Chanel s clients via all communications channels (phone, email, and
chat). Dedicated to this exclusive brand, the CHANEL Customer Care
Advisor is an experienced customer service contact center
professional who assists clients with all aspects of the service
delivery experience including assistance for clients across the
following lines of business: Fashion, Boutiques, Watches & Fine
Jewelry, and e-commerce. The CHANEL Customer Care Advisor utilizes
a variety of resources and information to assist clients in a
courteous and professional manner that supports Chanel s brand
standards and goal of providing world-class customer service.
This position provides an opportunity for growth through the
acquisition of additional skills within the program. The new CHANEL
Customer Care Advisor (Level I) begins by obtaining Certification
for Fashion, Boutiques, Watches & Fine Jewelry and may then build
upon this foundation with additional channels (email and chat), as
well as content for additional lines of business (e-commerce). Each
skill requires formal Certification to ensure knowledge, content
competency, and expertise is obtained to be successful and deliver
an exceptional experience.
Essential Responsibilities include the following (but are not
limited to):
Thorough understanding of and Certification for the Level I Skills:
Fashion, Boutiques, Watches & Fine Jewelry
Convey energy, excitement, authenticity, and a deep appreciation
for the timeless elegance of Chanel and proud to represent the
brand
Share enthusiasm for CHANEL through love and romance of products in
client conversations
Utilize proactive and intuitive techniques to increase customer
experience by providing suggestions for products that match their
interests and desires
Utilize multiple service channels (email, chat, phone, etc.) to
provide an outstanding customer experience
Retain deep knowledge of Chanel s products and the ability to
convey features and benefits
Monitor and return voice mail messages
Meet or exceed all program metrics (e.g., quality, NPS, attendance,
phone KPIs)
Thrive in an environment with high performance standards
Communicate with clients and exhibit empathy when appropriate
Communicate with confidence policies as defined by Chanel
Mastery of program expectations and policies
Ability to exercise independent judgment and discretion
Embrace the commitment to customer service and nourish brand
loyalty
Accurately document customer interaction details with limited
errors
Apply high-quality customer service guidelines while servicing
clients
Apply client and VIPdesk Connect policies as applicable whenever
interacting with clients
Other responsibilities as assigned
Skill Level Progression:
Level l Phone for Fashion, Boutiques, and Watches & Fine
Jewelry
Level ll Email and Phone for Chanel.com e-commerce, Fragrance &
Beauty, and Eyewear
Level lll Chat for all lines of business
Job Requirements:
Requirements for Level I:
High school diploma or equivalent
3+ years of Customer Service experience
2+ years of Contact Center experience
2+ years of experience with a CRM such as Zendesk, Freshdesk,
Salesforce
Superior verbal and written communication skills
Excellent listening skills with the ability to demonstrate
understanding of the customer s needs
Strong problem solving
Patience and empathy
Positive attitude with a customer-service orientation
Detail oriented with a focus on quality and accuracy, ability to
multitask
Flexible, adaptable, and willing to take on new challenges
Strong sense of urgency and commitment to excellence
Able to type at least 35 WPM with proper spelling and use of
grammar
Able to use effective and probing questioning and listening
techniques to identify customer needs
Curious, confident, and driven to find solutions to customer
issues
Able to learn and work independently and exhibit ownership as well
as in a team environment
History of consistently meeting success metrics (Quality and
NPS)
Savviness and experience with Microsoft products and cloud
technology is essential as multiple systems are in use
Must have a home-office environment, internet connection, USB
headset, and a computer system that meets VIPdesk Connect policies
and maintenance requirements, including system upgrades as
applicable
Currently reside in Arizona, Colorado, Florida, Georgia, Illinois,
Indiana, Maryland, Nevada, New Mexico, New Jersey, New York, North
Carolina, Ohio, Tennessee, Texas, Utah, Virginia, or Wisconsin
Able to successfully pass a credit, criminal, and employment
reference security check
Preferred Qualifications:
Experience with luxury brands
Genuine passion for fashion, fragrance, cosmetics, and luxury
goods
Experience with e-commerce retail
Experience providing live chat customer support
College degree
Ability to travel to Chanel boutiques or training centers for
training 4 times per year
VIPdesk Connect is proud to be an equal opportunity employer,
M/F/D/V
Keywords: VIPdesk Connect, Atlanta , Elite Customer Service Representative (Fashion Specialist), Hospitality & Tourism , Atlanta, Georgia
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