Ecommerce Customer Service, Coordinator

Job description

For the first time in fragrance history, a major, full-blown fragrance collection was launched as an homage to a great city. The name of this fragrance collection is Bond No. 9 (which is also the address of its headquarters boutique at 9 Bond Street, in NoHo). The city it celebrates is none other than, could be no other than, New York. The Bond No. 9 collection of women's, men's, and unisex eaux de parfum has a dual mission : To restore artistry to perfumery, and to mark every New

York neighborhood with a scent of its own.

Job Responsibilities

• Monitors, listens, and responds to customer inquiries while sustaining the appropriate tone of voice across all touchpoints
• Ensures quality customer service outreach is consistent across all platforms and provide audiences with appropriate and informative information in a timely manner
• Monitor quality of service and provide customer insights
• Handles all incoming customer services inquiries via phone, email, and chat
• Escalates customer service inquiries when necessary to the correct departments and management
• Responsible for the eCommerce return process-ensuring returns are processed correct at the warehouse and manually refunding customers speedily.
• Work closely with retail teams and warehouse with orders and omnichannel initiatives
• Assist in detailing customer post purchase journey and providing ongoing testing and improvements
• Track competitive behavior and isolate business opportunities

Skills and Experience

Pay : $75,000.00 per year

Work Location : In person