Customer Support Specialist - Remote

Description

Shopbop, a fully integrated Amazon subsidiary in Madison, WI, is looking for an action-oriented, motivated individual with an obsession for customer satisfaction and experience working with high-end merchandise. Successful candidates will be responsible for achieving explicit department goals. An ideal candidate will excel in a fast-paced, multi-tasked, dynamic environment.

This is a full-time, direct hire position that pays $19.00/hour. We are a call center open 7 am-9 pm CST, 7 days a week. Must have the flexibility to work a variety of shift assignments including nights/weekends/holidays/OT Peak.

Shopbop is the premier online shopping destination for what’s new and what’s next in fashion and style, offering customers around the world the best selection from both established and emerging designers. Working with more than 500 international brands, Shopbop offers customers in 165 countries a selective and nuanced fashion-forward assortment of ready-to-wear and accessories with fast, free global shipping.

In this Customer Support Specialist role, you will be the voice of Shopbop, fielding real-time calls in a remote call center environment from customers globally. The ideal Customer Support Specialist is caring and compassionate, enthusiastic, solution-oriented, and committed to providing service to all our customers.

This role is a fully remote position. Candidate location restrictions may apply.

Key Job Responsibilities

• Act as a Brand Ambassador for Shopbop, providing world-class service to all Customers.
• Be the first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone, live chat, and/or social media.
• Provide Customers with critical service and product information, ensuring customer satisfaction.
• Demonstrate sound understanding and comprehensive knowledge of Shopbop’s full range of products and services.
• Handle customer inquiries and/or cases through different channels in a timely and professional manner, making decisions in consideration of the policies and procedures within the Service Level Agreement.
• Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers’ voices.
• Utilize a variety of software programs to resolve customer inquiries.
• Work with external shipping contractors to assist customers with both domestic and international issues.

Basic Qualifications

• Experience using English communication skills, both written and verbal, to foster seamless interaction with stakeholders at all levels.
• Experience in resolving conflicts and setting appropriate expectations with customers.
• Ability to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Experience working in fast-paced environments and managing workload even during times of stress or escalated activity.
• Knowledge of Windows desktop environment and use of Word, Excel, IE, Firefox, etc.
• High School diploma or equivalent.
• 2+ years within a luxury customer service-focused environment, such as a contact center and/or luxury retail. Direct customer phone/email experience.
• The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turn on the camera when requested by leadership.
• The ability to meet the Shopbop and Amazon Customer Contact Center Guidelines and expectations, which includes using a wired, high-speed Internet connection (No Satellite Internet or Wi-Fi).

Preferred Qualifications

• Proficiency in basic math with the ability to compute refunds before and after discounts, and apply specified percentages, tiered promotional codes, and partial discounts to orders.
• This is a Remote Role and requires a home work area that is free from background noise where you can connect to the internet and work on your deliverables.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.

USA, CO, Virtual Location - Colorado - 15.00 - 23.00 USD hourly

Company - Bop LLC - A95

Job ID: A10450592

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