Experienced Customer Support Specialist – Luxury Fashion E-commerce

At arenaflex, we're passionate about delivering exceptional customer experiences that exceed expectations. As a Customer Support Specialist on our Shopbop team, you'll be the voice of our brand, providing world-class service to customers from around the globe. If you're a motivated, action-oriented individual with a passion for luxury fashion and a commitment to customer satisfaction, we want to hear from you.

About arenaflex and Shopbop

arenaflex is a leading e-commerce company that operates a range of brands, including Shopbop, a premier online shopping destination for fashion and style. With a global presence in 165 countries, Shopbop offers customers a curated selection of ready-to-wear and accessories from established and emerging designers. Our mission is to provide an exceptional customer experience that inspires loyalty and drives growth.

Job Summary

As a Customer Support Specialist, you'll be responsible for providing top-notch service to customers through various channels, including phone, email, live chat, and social media. You'll be the first point of contact for customers, resolving issues and answering questions in a timely and professional manner. Your expertise in luxury fashion and customer service will enable you to provide personalized solutions that meet the unique needs of our customers.

Key Responsibilities

* Act as a Brand Ambassador for Shopbop, providing world-class service to all customers

• Be the first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone, live chat, and/or social media
• Provide customers with critical service and product information, ensuring customer satisfaction
• Demonstrate sound understanding and comprehensive knowledge of Shopbop's full range of products and services
• Handle customer inquiries and/or cases through different channels in a timely and professional manner, making decisions in consideration of policies and procedures within the Service Level Agreement
• Ensure clear and accurate data capture, providing both quantitative and qualitative insights of customers' voices
• Utilize a variety of software programs to resolve customer inquiries
• Work with external shipping contractors to assist customers with both domestic and international issues

Basic Qualifications

* 2+ years of experience within a luxury customer service-focused environment, such as contact center, luxury retail, or hospitality (preferred)

• Excellent verbal and written communication skills, able to handle difficult conversations with a high level of empathy and integrity
• Confidence to make decisions with late returns, faulty goods, and compensations if necessary
• Proficiency in basic math with ability to compute refunds before and after discounts, and apply specified percentages, tiered promotional codes, and partial discounts to orders
• Ability to work a set schedule (scheduled start, stop, breaks, and lunches), including nights, weekends, and holidays, with required overtime as business needs; flexibility required during peak times
• The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turn on the camera when requested by leadership
• This is a Virtual Role and requires a home work area that is free from background noise where you can connect to the internet and work on your deliverables
• Experience working under pressure in a high-volume environment while maintaining standards for productivity, quality, and service
• The ability to meet the Shopbop and arenaflex Customer Contact Center Work from Home Guidelines and expectations, which includes using a wired, high-speed Internet, Modem or Router w/ Ethernet Port – Customer Support Specialists must connect directly (No Satellite Internet or Wi-Fi)
• Highly proficient with desktop applications such as MS Office and Internet browsers; comfortable working with computers and smartphones, able to quickly learn how to use new websites and apps
• High school diploma or equivalent

Preferred Qualifications

* Fluency in one of the following languages is preferred: Russian, Korean, Japanese, or Spanish

Work Environment and Culture

As a Customer Support Specialist, you'll be working in a fast-paced, dynamic environment that requires flexibility and adaptability. You'll be part of a global team that's passionate about delivering exceptional customer experiences. Our culture is built on a foundation of trust, respect, and open communication, and we're committed to creating a workplace that's inclusive and supportive.

Compensation and Benefits

arenaflex offers a competitive compensation package that reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,200/year in our lowest geographic market up to $53,600/year in our highest geographic market. Pay is based on a number of factors, including market location and job-related knowledge, skills, and experience. We're a total compensation company, and dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

How to Apply

If you're a motivated, action-oriented individual with a passion for luxury fashion and a commitment to customer satisfaction, we want to hear from you. Please apply via our internal or external career site, and join our team of customer service professionals who are dedicated to delivering exceptional experiences for our customers.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. We're committed to creating a workplace that's inclusive and supportive, and we welcome applications from diverse candidates. Apply for this job