At arenaflex, we're dedicated to providing exceptional customer experiences that exceed our customers' expectations. As an Experienced Customer Online Support Specialist, you'll play a vital role in delivering top-notch service and support to our customers across various channels, including email, live chat, phone, and social media. If you're a passionate and patient individual with excellent communication skills, a strong product knowledge, and a desire to make a real impact, we'd love to hear from you.
**About arenaflex**
arenaflex is a leading e-commerce company that's passionate about delivering exceptional customer experiences. We're committed to providing our customers with the best possible service, products, and experiences that meet their needs and exceed their expectations. Our team is dedicated to creating a positive and inclusive work environment that fosters growth, innovation, and collaboration.
**Role Overview**
As an Experienced Customer Online Support Specialist, you'll be responsible for managing customer service responses across various channels, including email, live chat, phone, and social media. You'll engage with our customers purposefully to achieve 100% service resolution within 24 hours, reply to customers in a timely manner, and manage ad-hoc duties as directed by the CX Manager and Coordinator. You'll also liaise with internal stakeholders, such as the marketing, digital, trade, and retail teams, to ensure seamless communication and collaboration.
**Key Responsibilities**
* Manage customer service responses across various channels, including email, live chat, phone, and social media
* Engage with customers purposefully to achieve 100% service resolution within 24 hours
* Reply to customers in a timely manner, in line with the department's KPIs
* Manage ad-hoc duties as directed by the CX Manager and Coordinator
* Liaise with internal stakeholders, such as the marketing, digital, trade, and retail teams
* Solve customer issues, complaints, and feedback in an efficient way, while adhering to our policies
* Assist in the definition of item descriptions and display to create the best possible content for our customers and stores
* Communicate effectively through our customer omni-channels
* Assist in managing order fulfilment by following up with customers, logistics, and management
**Requirements of the Role**
* Respond to daily feedback from customers (both internal and external) with pro-active and decisive communication that result in positive outcomes for all parties
* Target an ongoing KPI of service resolution at 100%, high customer satisfaction rates, and full complaint resolutions
* Assist in managing order fulfilment by following up with customers, logistics, and management
* Private and confidential: a desire to exceed our customers' expectations with exceptional product detail, assistance, and recommendations; you are Ambassador Lovisa.com
**Attributes Required**
* Excellent communicator in verbal and writing skills
* Ability to deliver on schedule, working calmly and efficiently under pressure
* Desire to develop the Lovisa communication to an audience beyond the website with your increasing knowledge and insight into our customer's habits and reactions
* Knowledge of Futura is desirable
* Knowledge of Zendesk or similar customer ticketing/service systems
* Knowledge of Shopify+ is desirable
* Willingness and ability to learn new software programs quickly, on the job
* Strong analysis and problem-solving skills
* An understanding of customer service ethos, online shopping experiences, and general e-commerce practices
* Ability to manage and prioritise your own time and workload
* Ability to record information accurately and produce accurate & timely reports
* Team player
* Highly accountable
* Ability to take direction and work with minimal supervision
* Respect for procedures and business requirements
**Career Path**
This role will have many touchpoints within the online team. Depending on your success, skill set, and desire, the customer experience support team member will have exposure to service delivery management, fulfilment management, content management, and customer engagement (EDM) coordination.
**Core arenaflex Competencies**
Please refer to Culture Commitments
**Dress Code**
In presenting an image that reflects our brand's professionalism, the Support Team will present as follows:
Professional smart casual; business appropriate. Always dress up, don't dress down
Please refer to Style Guide
**What We Offer**
* Competitive salary and benefits package
* Opportunities for career growth and development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Professional development and training opportunities
* Flexible working hours and remote work options
* Access to the latest technology and tools
* A fun and supportive team culture
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
Apply for this job