CUSTOMER CARE REPRESENTATIVE
DÔEN is a Los Angeles-based line inspired by nostalgia for the California of decades past. Our mission is to create lasting, beautiful collections while supporting women-identifying individuals in all aspects of our organization, supply chain, and community. We strive to connect with our customers, build an open community, and foster relationships with the inspiring individuals who wear our clothes throughout their lives. We work with domestic and overseas manufacturers who share our values and commitment of gender and social equality as well as giving back by partnering with foundations that directly benefit their employees and surrounding community. DÔEN is an equal opportunity employer, and we celebrate inclusivity, equity, representation, and belonging in the workplace. We strongly encourage candidates who identify as people of color, people with disabilities, LGBTQ+, and/or gender non-conforming to apply.
Customer Care Representative
DÔEN is seeking a high-energy Customer Care Representative with an entrepreneurial spirit to join our team on a full-time basis. We are looking for someone who loves creating exceptional experiences for our customers and understands both the importance of extraordinary customer service and its intrinsic value to a direct-to-consumer model. The ideal candidate will have prior experience in customer service, have a customer-comes-first attitude, and will be eager to find solutions to their inquiries. This candidate will report to our Customer Care Manager and is expected to work on special event days, such as sales, some holidays, and launches, when we experience particularly high traffic and a high volume of inquiries. The position will eventually be a mix of remote and in-office. The position will also develop strong relationships with various other departments and liaise with the Director of Communications, Brand Director, and Director of E-Commerce regularly.
***Please note that weekend availability is required
Provide highest level of customer care to loyal and growing customer base
Provide shipping updates and troubleshoot shipping issues with courier and DC
Answering incoming customer calls, troubleshooting with customers until they are satisfied with the outcome of the call.
Answering incoming customer emails, troubleshooting with customers until they are satisfied with the outcome of the call.
Work with cross functional departments to understand product shipment cycle and advise customers on product availability
Assist customers with a variety of transactions through a seamless and friendly experience
Assist customers with fit and sizing advice
Answer Social Media direct message queries and comments
Navigate customers through websites, FAQs and policies
Offer solutions, address service errors and build customer confidence
Communicate errors detected; incorrect prices, sku misreads or others
Collect/relay customer feedback for continuous improvement initiatives
Defuse customer situations and provide resolution in a timely and effective manner
Effectively utilize resources to resolve issues independently and escalate when appropriate
Responsible for fit comments to be relayed to product teams
Provide styling advice to customers when requested
Responsible for customer correspondence via social media and chat
Other tasks are assigned as needed to support business needs
Background working within ERP and ECommerce platforms
Knowledge of Zendesk and Netsuite preferred
Knowledge of Customer Care Software, Chat Programs and Instagram a plus
Strong verbal skills, written and spoken
Strong problem-solving skills
Clear and effective communication
The ability to prioritize multiple tasks in a fast-paced environment
The ability to work a flexible schedule: the hours and schedule for this position will vary by week depending on business needs and especially during high traffic events: Sales and Launches
Minimum 2 years’ relevant experience
Energetic, confident and adaptable personality
Excellent communication and problem-solving skills
Open availability, flexible schedule including early mornings, evenings, weekends and some holidays
Degree preferred but not mandatory
Company Laptop is provided
Pre-employment background check required.
In our hiring, we are actively seeking candidates with a commitment to anti-racism, and with skills to advance equity, inclusion, and racial justice in their work. You’ll be joining a company that is inclusive and celebrates multiple approaches and views as we believe diversity drives creativity and growth. We work hard to foster a culture of honesty, integrity and collaboration where growth is not only encouraged but expected.
We are an Equal Opportunity Employer
Please send resume to firstname.lastname@example.org with the subject line “Customer Care Representative”