Customer Experience Associate, eCommerce

Responsibilities

• Provide timely responses and communication through the CS Ticketing platform, Gorgias, with an understanding of the most effective communication style for each channel (phone, email, chat, social).
• Oversee the flow of the ticketing platform and operational KPIs.
• Provide detailed insights on platform metrics to identify opportunities to improve customer experience, reducing the amount of friction on the path to purchase.
• Work cross-functionally to personalize strategies that reinforce customer satisfaction.
• Develop and implement CX strategies that reinforce customer retention.
• Develop and implement CX strategies that elevate the Greyson brand and offer a clear path to purchase.
• Process returns, exchanges, and refunds.
• Help to oversee upsell strategies and increase customer purchase confidence.
• Partner with DTC & Cross-functional teams to support product launches, ensuring the standard of product knowledge is available for the CX team.
• Support process improvement and work cross-functionally to implement and/or improve processes and procedures.
• Ensure proper documentation and SOPs are readily available.
• Provide a best-in-class customer experience.

• 1+ years of Customer Service experience preferred.
• Experience in Shopify, Gorgias, Loop Returns, Signifyd, Rydership, Globale, Yotpo, Wonderment, and Google Suite/Analytics is a plus.
• Personal shopping, digital styling, and concierge experience is a plus.

• Customer Experience Strategy
• Operational KPIs
• Ticketing Platform Management
• Returns Processing
• Upsell Strategies

• Effective Communication
• Cross-Functional Collaboration
• Customer Satisfaction Focus