Experienced Customer Support Specialist – Luxury Fashion E-commerce

At arenaflex, we're on a mission to revolutionize the world of luxury fashion e-commerce, and we're looking for a talented and dedicated Customer Support Specialist to join our team. As a key member of our customer service team, you'll be the voice of arenaflex, providing world-class service to our customers and ensuring their satisfaction with every interaction.

About arenaflex

arenaflex is a leading online shopping destination for what's new and what's next in fashion and style. With a vast selection of products from over 500 international brands, we offer customers in 165 countries a unique and nuanced fashion-forward assortment of ready-to-wear and accessories. Our commitment to customer satisfaction is unwavering, and we're dedicated to providing an exceptional shopping experience that exceeds our customers' expectations.

Job Summary

As a Customer Support Specialist, you'll be responsible for providing top-notch service to our 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 complaints in a timely and professional manner. Your expertise in our products and services will enable you to provide accurate and helpful information to customers, ensuring their satisfaction and loyalty.

Key Responsibilities

* Act as a Brand Ambassador for arenaflex, 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 arenaflex'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 the 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
• Fluency in one of the following languages is preferred: Russian, Korean, Japanese, or Spanish

Requirements

* 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
• Ability to handle difficult conversations with a high level of empathy and integrity
• 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 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. Ability to quickly learn how to use new websites and apps
• High school diploma or equivalent

Preferred Qualifications

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

• Experience working in a fast-paced, multitasked, dynamic environment
• Ability to work in a virtual environment with minimal supervision
• Strong problem-solving and analytical skills
• Excellent time management and organizational skills
• Ability to work in a team environment and provide support to colleagues as needed

Work Environment and Company Culture

As a Customer Support Specialist at arenaflex, you'll be working in a dynamic and fast-paced environment that's dedicated to providing exceptional customer service. Our team is passionate about delivering an outstanding shopping experience, and we're committed to creating a work environment that's inclusive, supportive, and fun.

Compensation and Benefits

arenaflex offers a competitive compensation package that includes:

• A base pay of $19.00/hour
• Opportunities for career growth and professional development
• A comprehensive benefits package, including medical, financial, and other benefits
• A total compensation package that includes equity, sign-on payments, and other forms of compensation
• A flexible and remote work environment that allows you to work from home

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our internal or external career site.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide a work environment that is free from discrimination and harassment.

Accommodations

arenaflex is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to apply for this position, please visit our website or contact our HR department.

Disclaimer

arenaflex is not responsible for any errors or omissions in the job posting. The information provided is subject to change, and arenaflex reserves the right to modify or cancel the job posting at any time. Apply for this job