Job Description

Job description

The eBoutique Chat Operator will support both business and operational functions of the eCommerce department. This person will be a self-starter with strong intuition, organization and accountability. Supporting the US market, this person will be responsible for coordinating and assisting the teams in the eCommerce experience, including Customer Service and Fulfillment. Fast, concise and clear communication is key as is cross-functional relationships with global and local teams.

Profile

• Provide world class luxury customer service experience to all clients
• Main point of contact for customers- primarily responding to customer inquiries via online chat, email, and phone calls.
• Maintain accurate records of customer interactions and transactions. Identify and escalate complex issues to senior representatives or supervisors.
• Held accountable for major service performance indicators- including response time, sales per hour, resolution acceptance etc.
• Collecting and analyzing customer feedback
• Responsible for upgrading shipping for select clients
• Resolve all assigned customer issues
• Assist in customer clienteling
• Communicate cross functionally with other teams in company

Ad Hoc Reporting on key website metrics as it pertains to phone calls, reasons why called etc.

• Coordinating daily fulfillment with distribution center
• Ad hoc shipment of client gifts
• Administrative work as necessary
• Hybrid Schedule: Monday-Wednesday In-Office 1pm-9pm; Saturday + Sunday 9am-6pm Work From Home

Professional requirements

Skills:

• Detailed Oriented and Organized

• Knowledge of luxury brands and items

• Entrepreneurial sense and able to keep up in fast paced environment

• Able to meet deadlines

• Excellent written and verbal communication

Requirements/Qualifications:

• BS/BA preferred, but not required

• Attention to detail and ability to do thorough QA in timely manner

• Understanding of E-commerce/digital space and a passion for online shopping and new technologies.

• Good communication skills, both written and oral.

• Proven multi-tasker that can manage several projects at once under tight deadlines and accommodate rapid changes.

• An entrepreneurial spirit with the operational skills to ensure self-directed projects and ideas are seen through to execution.

Benefits Program

The Swatch Group is an equal opportunity employer that promotes diversity and is committed to environmental sustainability.

• Excellent health, dental and vision insurance ( employee and dependents are eligible 1 st of the month following 30 days; generous employer contribution)
• Immediate participation in the 401(k) and 100% vested employer match after one year (maximum 4% employer match with 5% employee contribution)
• Company paid life insurance and Long Term Disability
• 18 PTO days per year, 23 PTO after 5 years
• 7 days per year extended paid time for medical, parental and military leave
• Holiday pay
• Voluntary FSA, STD, Accident/Hospital Indemnity insurance
• Employee product discount
• Transitchek Program – Save money on commuting to work and/or parking with up to $270 pre-tax dollars per month
• Internal transfer and growth potential
• $500 Employee Referral Bonuses
• Free parking (if applicable)

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Job Tags

Hourly pay, Holiday work, Local area, Immediate start, Weekend work, Sunday, Saturday,

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