Digital Customer Service Assistant, Group

Digital Customer Service Assistant, SMCP Group

New York, New York, United States

Position: Digital Customer Service Assistant

Location: SMCP North America Headquarters, 44 Wall Street / 20th Floor, New York, NY 10005

Who We Are

SMCP is a prominent global leader in the luxury fashion market, celebrated for its Parisian Chic ready-to-wear and accessories collections. Operating across diverse international hubs, from Shanghai to New York City, our commitment to sustainable growth defines our brand values. With a portfolio comprising four distinguished global brands – Sandro, Maje, Claudie Pierlot, and Fursac – our influence spans 46 countries from free-standing lifestyle boutiques to leased concession shop-in-shops and off-price outlets.

Complementing our physical presence, our eCommerce websites in the U.S. and Canada extend our reach as we continue to shape the future of Contemporary Luxury Fashion across the globe.

This position will be responsible for supporting day-to-day customer service and operational functions of the digital business. They will work directly with the Digital Operations Manager, third‑party customer service partners and retail boutiques across the US and Canada to ensure accurate order management and an exceptional customer experience.

• Direct Supervisor:
  Digital Operations Manager
• Executive Head:
  Vice President, Digital & Customer Experience

• Coordinate with our third-party customer service provider to ensure that customer inquiries are answered accurately and timely and recurring customer pain points are identified and resolved.
• Ensure third-party customer service agents consistently reflect the brand's tone, values, and service standards by conducting biannual training sessions, maintaining an up-to-date knowledge base, and developing customer service macros to promote consistent and accurate customer interactions.
• Continuously improve customer service processes by implementing strategies that increase first-contact resolution rates, reduce the need for multiple follow-ups, and achieve targeted improvements in average case resolution times.
• Perform manual refunds, price adjustments and create customer site credits when necessary.
• Partner with the eCommerce team to translate customer insights into website and operational improvements, while tracking and reporting contact drivers to identify trends and eliminate recurring issues.
• Communicate regularly with retail teams across the U.S. and Canada to provide updates and resolve inquiries related to online customer orders and refunds.
• 1–3 years’ experience in customer service or retail.
• Must be proficient in Microsoft Excel and Microsoft PowerPoint.
• Prior experience with Manhattan Active Omni, Adyen and/or Salesforce is a plus.
• Strong organizational and multitasking skills.
• Analytical thinking to identify and resolve complex customer service issues.
• Ability to collaborate across departments and international teams.
• A customer-focused mindset with an interest in E-commerce.

• Health, Vision, and Dental Insurance
• Generous PTO Bank
• 12 corporate holidays with early dismissals the day before the holiday.
• 401K Savings Plan
• Culture of Engagement
• 4 completely remote workweeks per year.

NYC COMPENSATION RANGE

$23 - $25 USD