Customer Care Advisor
Diptyque Paris - new york city, NY
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DIPTYQUE Paris Luxury Fragrance House has established itself as one of the most renowned, leading fragrance houses within the luxury market today. Founded in 1961, the Maison is known for its mix of iconic scented candles, personal fragrances, bath and body products, and home décor. Its flagship boutique is in Paris' 5th arrondissement at 34 Boulevard Saint Germain.This role will sit in the New York metro area and is remote (work from home) with flexibility to come in office as needed. Schedule: Monday - Friday, 9A - 6P ESTPURPOSEHandling of all incoming customer inquiries by phone, chat and emailProvide exceptional online customer service support providing customer case resolution on topics regarding e-commerce product information, stock availability, order inquiries, returns, exchanfes, and shipping informationAct as customer advocate within the diptyque network, working with the retail, e-com and crm teams to offer resolutions to all customer queriesCultivate relationships with corporate or high value clients actively anticipating needs to contribute to customer loyalty, and ultimately sales.Relay customer feedback to e-commerce teams for any site related issuesEnsure all customer interactions contribute to diptyque's overarching CSAT goalDemonstrate and share brand awareness, storytelling and product knowledge when communicating with customerDeliver luxury service consistently across all platforms, ensuring communications are handled in line with Diptyque policies and proceduresDevelop and retain strong customer relationships generating salesOrder Management"”constant communication with warehouse team verifying that orders are being shipped out quickly and correctly. Ensure customers are provided accurate updates on shipment delays, cancellations or product issuesResponsible for accurately managing the eCommerce return process"”ensuring returns are processed correctly at the warehouse and that customers are refunded quicklyAttend company meetingstrainings, and proactively utilize training materials and instructionsSupport management in daily operations, sales goals and additional projects as neededActively participate in improving overall customer journey, especially in post purchase retention. Communicate site issues and friction as well as ideas on improvements (returns systems, tracking emails, etc) to the eCommerce team.Work remotely to support West Coast customers with flexibility to work 1 shift per week from Diptyque boutiqueSKILLSATTRIBUTESStrong interpersonal skills and an ability to build rapport with customersExcellent verbal and written communication skillsAttention to detail and ability to multitask, prioritize competing tasksCustomer-centric and passionate about improving the customer experienceDrive to achieve and exceed given kpi's such as sales and csat's (customer satisfaction scores)Proactive self-startersolution orientedPassionate about promoting and selling our products through exceptional serviceWillingnessability to learn new tasks and systemsStrong organizational skillsABOUT YOU1 years experience in customer service and e-commerce operationsZendesk, Narvar and Magento experience preferredBachelors Degree in related field preferredExperience and passion for the BeautyLuxury Industry essentialExperience using MS Excel, PowerPoint and Word
Created: 2024-09-22