Descrição
Reflaunt aims to bring Resale-as-a-Service to fashion brands and multi-brand retailers with tailor-made technology & operations solutions.
We believe that fashion is art lived daily, uniquely expressing one’s personal style. Each piece meticulously crafted to last lifetimes, potentially appreciating in value and lovingly passed down from generation to generation.
OPERATIONS
The Operations Team is passionate about operational excellence, acting with our customers and partners always in our heart. Covering the entire order journey, we create our online content, secure payments and fraud process compliance, ensure order fulfilment and delivery, while providing customer and partner care. In a nutshell, we love to create seamless and memorable luxury experiences for our customers all around the world.
THE ROLE
As a Customer Service the goal is to provide service excellence to our Reflaunt community. Reporting to the Customer Service Lead.
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WHAT YOU'LL DO
- Ensure a smooth customer care process and service fulfilment to meet customer expectations
- Manage the customer relationship on available channels and the performance analysis through the measurement of a set of operational and analytical indicators
- Participation in projects to design new digital touchpoints, improving the existing ones
- Handle and resolve product or service issues, providing appropriate solutions, ensuring issues are managed and resolved quickly.
- Adhere to precision, quality and timing standards to ensure the best quality service and achievements
- Collect any requests from customers for withdrawal from the shipping, payments, refunds and returns
- Provide feedback on the efficiency of the procedures, reporting any anomalies or frequent problems
- Track and report all issues and review data on a regular basis to drive continuous improvement and reduce requests.
WHO YOU ARE - More than 2 years of experience in a similar role, ideally in fashion environment;
- Excellent knowledge of spoken and written English and French, another language will be considered a plus
- Ability to interact with several internal and external stakeholders, flexibility and diplomacy
- Hands-on approach and willingness to work in team
Work Remotely:
- No