E-commerce Customer Service Representative - Luxury Brand

Summary Carl Friedrik is a product design company challenging traditional luxury. We design and sell premium accessories and travel goods. We empower modern professionals in their day-to-day lives with our unique blend of intelligent design, fine craftsmanship and long-lasting quality. About the role We are looking for a motivated and talented individual to join our team as Customer Service Representative. Someone who is passionate about customer experience and driving improvements is a must. This will be a fast-paced and intensive role as you will work closely with the E-Commerce Customer Service Manager, helping to solve customer queries and improve customer support KPIs. Responsibilities: To be the face of Carl Friedrik for the customer, staying up to date with all new projects and developing a strong understanding of our brand and products Provide knowledgable and confident answers to customers on all platforms (online chat, email, social media, and phone) Display initiative and an ability for problem solving Action customer requests across a variety of e-commerce tech platforms and software Liaise with our warehouse to help track shipments for customers and adjust orders accordingly Liaise with our Global Payment System to help monitor customers payments/refunds, and returns Building strong rapports with customers, going above and beyond to help solve their queries