Customer Experience Specialist, E-Commerce

We are seeking a Customer Experience Specialist to deliver exceptional service and support for our luxury e-commerce clientele. This role is responsible for ensuring a seamless and personalized shopping experience, resolving customer inquiries with professionalism, and collaborating with internal teams to optimize service processes. The ideal candidate is detail-oriented, proactive, and passionate about luxury retail, client satisfaction, and relationship-building.

Duties & Responsibilities Include:

Customer Service & Support

• Deliver white-glove customer service via email, chat, and phone, ensuring every customer interaction reflects the brand’s luxury standards.
• Assist customers with inquiries regarding orders, product details, policies, and shipping timelines, providing tailored solutions that enhance their shopping experience.
• Proactively engage with customers to offer styling advice, product recommendations, and order modifications to drive brand loyalty and repeat business.
• Manage and escalate high-priority customer issues, including VIP client concerns, order disputes, and fulfillment delays, ensuring swift resolutions.
• Process returns and refunds in coordination with the warehouse and finance teams, ensuring accuracy and adherence to company policies.
• Investigate and resolve order-related issues, including lost packages, chargebacks, payment discrepancies, and fraud cases, while working closely with the Finance team.
• Maintain service level agreements (SLAs), ensuring all customer inquiries are handled in a timely and professional manner.
• Track and analyze customer interactions, identifying patterns and opportunities to enhance the customer journey.
• Assist in developing customer service guidelines and knowledge resources to ensure a consistent, high-touch customer experience.

Customer Relationship Management & Retention

• Engage with customers to foster brand loyalty and long-term relationships, ensuring a personalized and memorable shopping experience.
• Utilize CRM tools to track customer interactions, preferences, and service history, enabling proactive and customized client engagement.
• Collaborate with the marketing and e-commerce teams on clienteling initiatives, including follow-ups, loyalty outreach, and special client offers.

Process Improvement & Collaboration

• Work closely with the Operations and E-Commerce teams to troubleshoot fulfillment challenges and optimize workflows through AI and other resourcees.
• Identify opportunities for service enhancements and contribute to ongoing process improvements that improve response times and customer satisfaction.
• Assist in refining and documenting Standard Operating Procedures (SOPs) for customer service functions.
• Contribute to the training and development of new customer service team members, sharing best practices and product knowledge.

Technology & Systems Expertise

• Customer Service Platforms: Gorgias or other helpdesk software.
• E-Commerce Platforms: Shopify Plus & relevant apps (Narvar, Fraud protection software, Paypal, etc)
• CRM & Clienteling Tools: Experience with customer data tracking and engagement platforms is a plus.
• Productivity Tools: Excel, PowerPoint, Google Suite.

Performance Metrics & Reporting

• Monitor and improve customer service KPIs, including response times, resolution rates, and customer satisfaction scores (CSAT, NPS).
• Track customer trends and feedback, providing insights to improve service quality and the overall e-commerce experience.

Desired Skills & Experience

• Customer-Obsessed: Passionate about delivering a best-in-class luxury service experience.
• Strong Communicator: Exceptional verbal and written communication skills, with a polished and professional tone.
• Problem-Solver: Quick-thinking, solution-oriented, and able to handle high-pressure situations with grace.
• Detail-Oriented & Organized: Manages multiple tasks efficiently while maintaining a high level of accuracy.
• Proactive & Adaptable: Takes initiative, works independently, and adapts to evolving customer needs.
• Tech-Savvy: Comfortable navigating customer service and e-commerce platforms, with a willingness to learn new systems.
• Luxury & Global Mindset: Experience with international customers, multi-currency transactions, and luxury retail is a plus.