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.

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