Ecommerce Customer Support Specialist

Description

BUSINESS

Lyssé has a patented waistband that anchors a fashion collection of basic and fashion leggings, pants, tops, jackets. From the inside out we use the highest performing fabrics and most innovative designs. We believe this approach ensures a perfect fit that is comfortable, holds you close and accentuates the curves while minimizing distractions.

The company is headquartered in New York City and maintains a distribution facility in Indianapolis, Indiana. Wholesale customers include numerous department stores such as Nordstrom, Bloomingdale’s, Lord & Taylor and Dillard’s, specialty retailers such as Amazon, as well as over 1,200 independent boutiques. Additionally, the company also has a fast growing Direct to Consumer (DTC) business via a company owned website (www.Lyssé.com). With significant growth potential, Lyssé has made it a priority to heavily invest in the DTC channel.

POSITION SUMMARY

We are seeking a dedicated Ecommerce Customer Support Specialist to join our dynamic team. In this role, you will be the first point of contact for our online customers, providing exceptional support and ensuring a seamless shopping experience. You will handle inquiries related to orders and products, while also collaborating with other departments to resolve issues and enhance the overall customer journey. Although the primary focus of this position will be to elevate the customer experience on Lysse.com by providing recommendations of products, other duties will include answering customer inquiries via, Chat, email, and phone calls. Ultimately, this team member will be responsible for providing a boutique-like experience for our Lysse.com VIP customers. The ideal candidate will have a love of fashion, a knack for building and maintaining relationships, and a drive to ensure our customers’ experience exceeds all expectations.

Key Responsibilities:

Customer Interaction:

• Respond to customer inquiries via email, chat, phone, and social media in a timely and professional manner. 
• Address questions related to order status, product details, returns, and exchanges.

Order Management:

• Assist customers with order placement, tracking, modifications, and cancellations.
• Ensure accurate and efficient processing of orders.
• Manage the returns and exchange process, ensuring that it is smooth and customer friendly. 
• Process refunds and exchanges promptly.

Product Knowledge:

• Become a Lyssé Product Expert to provide customers with an elevated shopping experience surrounded by recommendations. 
• Maintain a comprehensive understanding of our fashion line, including their features, sizes, and availability. 
• Participate in live stream selling events to engage with customers in real-time via chat.

Team Collaboration & Issue Resolution:

• Communicate website glitches. 
• Investigate and resolve customer complaints and issues, collaborating with other teams as needed to ensure customers are satisfied with the resolution.
• Collect and analyze customer feedback to identify trends and areas for improvement. 
• Conduct weekly and monthly reporting on customer service metrics, including SLA performance, returns, and exchanges.
• Share insights with the team to enhance the ecommerce experience.

Ecommerce Platform Management:

• Assist with managing and updating product listings, including descriptions, images, and pricing. 
• Assist in product uploads for Lysse.com and other online retail partners. 
• Assist with product launches.
• Maintain product assets to ensure proper naming. 
• Maintain online store locator

Requirements

• Strong commitment to providing outstanding customer service and creating a positive shopping experience.
• Polished professional presence and demeanor.
• Ability to work collaboratively with other team members and departments to achieve common goals.
• Ability to make decisions and work with little supervision
• Detail-oriented with strong organizational skills and the ability to manage multiple tasks efficiently.
• Excellent verbal and written communication skills. Ability to convey information clearly and professionally.
• Familiarity with ecommerce platforms and customer support tools. Proficiency in Microsoft Office Suite.
• Experience using Zen Desk and Shopify a plus.
• Strong problem-solving skills with the ability to think critically and resolve issues effectively.
• Self-confident, self-motivated, self-starter, flexible, results-oriented and success driven  
• Interest in Fashion

EDUCATION & EXPERIENCE

• Bachelor’s degree in Business, Fashion Merchandising, or related field is a plus.
• Preferred 1 year of experience within specialty retail setting
• Experience within women’s apparel industry a plus