Founded by a mother of 2, our founder created the perfect bag, made of washable, durable materials offered in iconic, customizable colors. For over a decade, Bogg Bags have been spreading joy to millions in the happiest pops of color to help everyday feel like a day at the beach. Here at Bogg HQ, we are a small and mighty team looking to support our fast-growing business with a key role of eCommerce Operations Manager.
Job Overview: Bogg is seeking a dedicated Customer Experience Specialist to join our team and champion our commitment to delivering outstanding service to our customers. As a Customer Experience Specialist, you will be the primary point of contact for our customers, providing support, guidance, and solutions to ensure their satisfaction with our products and brand.
Your responsibilities include but not limited to:
● Provide unparalleled and timely support to customers via email, phone, social media, and live chat channels, addressing inquiries and resolving issues promptly and effectively.
● Engage with customers through clear and transparent communication, fostering positive relationships and building loyalty by showcasing the unique magic of Bogg Bag products.
● Focus on first contact resolution by intuitively understanding customer needs and being proactive in addressing them, adhering to quantitative and qualitative service level objectives for high-quality service delivery.
● Serve as the initial point of contact for visitors and callers, providing a professional and welcoming atmosphere and directing them to the appropriate person or team.
● Assist with administrative tasks such as filing postal carrier claims and creating manual orders for customers as needed.
● Collaborate with cross-functional teams including sales, marketing, and operations to streamline processes and optimize the customer journey, providing feedback to enhance the customer experience and contributing to the overall strategy and growth of the function.
● Monitor customer satisfaction metrics and trends, recommending strategies for improvement and actively seeking opportunities for enhancement within and outside the CX team
● Expected in office 5x a week 8:30 am - 4:30 pm; Flexibility to work occasional evenings and weekends to ensure customer response as needed.
Qualifications:
● Bachelor's degree or equivalent experience in customer service, retail, or a related field.
● Proven experience in a customer-facing role, preferably in the retail or e-commerce industry.
● Excellent communication skills, both written and verbal, with a customer-centric approach.
● Strong problem-solving skills and ability to handle challenging situations with patience and professionalism.
● Ability to multitask and prioritize tasks in a fast-paced environment.
● Proficiency in Microsoft Office Suite and experience with CRM software is a plus.
● Passion for providing exceptional customer experiences and building strong customer relationships
Employment type
Full-time
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