Customer Care Executive Job at Parfums de Marly, Hoboken, NJ

N0JjSTNwVU0yUWtQTnVpaGFqSkt3R3g4dVE9PQ==
  • Parfums de Marly
  • Hoboken, NJ

Job Description

About the role

As a Customer Care Executive at Parfums de Marly and Initio Parfums Privés, you will be an essential part of our customer service team, playing a pivotal role in ensuring exceptional customer experiences across all touchpoints in our e-commerce operations. You will report directly to the Global Customer Care & Community Manager, the role will be instrumental in handling customer inquiries, resolving issues, and enhancing overall satisfaction. This role is integral to supporting the company’s goal of building lasting relationships with our customers and driving retention through exceptional service.

Key Responsibilities:

  • Serve as the primary point of contact for customer inquiries via email, chat, WhatsApp, Facebook, and Instagram Direct Messages, ensuring all interactions reflect our brand DNA and high standards of excellence.
  • Resolve customer concerns efficiently, including order issues, shipping delays, product inquiries, and return requests.
  • Collaborate with cross-functional teams, including logistics, marketing, and product teams, to address and resolve customer issues promptly.
  • Monitor and analyze customer service metrics, including response time and satisfaction ratings, to identify areas for improvement. Contribute to the development of reports, including Voice of Customer insights and KPI reporting.
  • Document and escalate recurring issues to the appropriate departments for resolution and process improvement.
  • Develop and maintain a thorough knowledge of our products, policies, and e-commerce platform to provide accurate and relevant assistance.
  • Support the implementation of customer experience, and initiatives to drive repeat purchases.
  • Proactively gather customer feedback and provide insights to the Global Customer Care & Community Manager for strategy optimization.
  • Ensure compliance with company policies and maintain professionalism in all customer interactions.

Role - Specific Skills:

  • Excellent verbal and written communication skills.
  • Strong problem-solving and conflict-resolution abilities.
  • Proficiency with customer service platforms (e.g., Zendesk) and e-commerce platforms (e.g., Shopify).
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Strong attention to detail and organizational skills.
  • Empathy and patience when handling customer interactions.
  • Basic knowledge of CRM systems and reporting tools.

Desired Background and Experience:

  • A minimum of 3 years of experience in a customer service or customer care role, preferably in an e-commerce environment.
  • Bachelor’s degree in business, communications, or a related field.
  • Familiarity with e-commerce logistics, including shipping, returns, and fulfillment processes.
  • Proven track record of achieving customer satisfaction targets and maintaining high service standards.
  • Experience in managing customer inquiries across multiple channels, including live chat.
  • Ability to analyze customer feedback and provide actionable recommendations.

Job Tags

Similar Jobs

Gulf Coast Symphony

Production Stage Manager Job at Gulf Coast Symphony

 ...relating to the rights of Equitymembers~Uphold the institutions mission statement and Code of Conduct within the rehearsal room and theater space to create and maintain a safe and functional rehearsal room and performanceenvironment~Ensure compliance with laws and... 

Reyes Beverage Group

Warehouse Order Selector Job at Reyes Beverage Group

Responsibilities: Join the # 1 Beer distributor delivering beverages to your local stores and restaurants! We select, stock, and sell brands such as Modelo, Coors, Heineken, Buzzballs, Titos, VMC and many more! Schedule: Full Time - 5 days per week, Sunday - Thursday...

ABC Supply Co., Inc

Entry-Level Inside Sales Representative Job at ABC Supply Co., Inc

 ...distributor of exterior and interior building products. At ABC Supply, Inside Sales Associates provide unparalleled service as they help customers purchase the products they need to complete roofing, building, and remodeling projects. If you are committed to providing... 

Artisan Crew

Written Content Creator / HTML Developer: 1099 Job at Artisan Crew

 ...careers at this point, and think "Internet Content Creator / HTML Developer" sounds like a cool title but haven't taken the actual work for...  ...interview! 1. We need your resume as text in the body of an email or as a link online; no attachment files will be accepted.2.... 

Raqdin Logistics LLC

Delivery Driver Associate Job at Raqdin Logistics LLC

 ...Radin Logistics LLC is an Amazon DSP dedicating to providing excellent delivery services out of Amazon Warehouse DDO6. Location: DDO6at 2751 Skypark...  ...am and End Date at 8:30pm As a Seasonal Delivery Driver at Radin Logistics LLC, you will play a crucial role...