Customer Service and Fulfillment Support

DANIER is searching for a talented individual who is interested in fashion to join our team. If you have an entrepreneurial mindset, are able to work independently, have a strong customer focus, and a desire to succeed, then you are the person we are looking for! This position requires a highly-motivated individual with excellent customer service and sales skills to support the daily operations of the ecommerce store. This role requires someone with excellent communication skills, is a self-starter, upholds the customer service vision, company values, and culture of the brand making the customer a priority of every interaction. Primary responsibility being inbound email/call/chat servicing to identify and resolve inquires & complaints to achieve a mutually satisfactory solutions. This position fully supports customer experience, as well as supports fulfillment in packaging and shipping, sales processing, order handling, as required. Opportunity for growth and development. Primary Responsibilities: Working in our call centre, handling all E-Commerce and customer communications: inquiries, concerns, complaints, escalations, comments. · Maintain Customer Care inbox and respond to emails within 24-48 hours, such as product queries, sale, order tracking, and customer specific issues. · Navigate between Online Chat, emails, and Calls. · Assist On-Line Customers with the website navigation, order tracking, product inquires and complaints etc. Support ecommerce sales with effective communication to our customers as it relates to the product, promotions, returns and exchanges policies. Documenting, tracking and following through on all Customer Service calls. Ability to articulate program specific information to customers in a clear manner. · Achieve quality service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate options/solutions, while adhering to the standards of quality assurance program. Increasing brand loyalty by providing effective solutions to resolve unsatisfactory service issues in accordance with established policies and procedures. · Remain current on product, program information and business initiatives, in order to provide expert-level advice to customers · Drive customer engagement by discussing the benefits and features of supplemental products and services with the goal of achieving sales of these products Identifying opportunities for improvement within our current Customer Service practices and systems. Assisting with ecommerce organization. Assisting with preparing parcels for mailing as required. Assist shipping and receiving, checking in merchandise as required. Adhere to all company-wide policies, customer service vision, company values, store processes procedures, and requirements. Follow all established policy and safety guidelines, maintaining a healthy and safe environment. Participating in special projects as required. Other duties assigned by the Manager. Qualifications and competencies: · Post-Secondary diploma or degree 1 to 2 years of experience in a Call Centre . Experience with E-Commerce customer service would be an asset. Retail and/or Sales experience an asset. Excellent written and verbal communication skills with perfect fluency in English. French, Multilingual an asset. Strong computer skills including proficient in Windows and Excel, Internet Applications, including strong keyboarding skills. Highly customer service oriented, enjoy handling and resolving situations. Ability to explain a situation and to give advice. Approach centered on empathy is required and the ability to summarize and vulgarize information. · Order Management Experience an asset. · Must be able to accurately track inventory, and provide outstanding customer service. · Must have a high level of attention to detail and excellent problem solving with accuracy is one of your key habits. · Ove…

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