Technical. Elegant. World Leader in Sun Protection You Wear.
As an employee of Coolibar you are working to support the company mission to "Protect the World from Sun Damage".
Job Summary
The Customer Care Representative plays an important role as the "voice" of customer care. In this position you will provide high quality service and support to our customers via phone, chat, email, and through our website. You will share knowledge of Coolibar's technically elegant products and communicate about the Levels of Coverage to increase customer satisfaction and sales. This position reports to the Customer Care Manager.
Duties and Responsibilities
Duties and responsibilities include but are not limited to the following:
1. **Customer Support:**
Provide timely and accurate responses to customer inquiries via phone, email, or chat, and ensure customer satisfaction. In addition to assisting with new orders, you will answer customer's calls assisting and resolving issues and questions related to the product, returns, and other topics etc.
2. **Problem Resolution:**
Address and resolve customer complaints, concerns, and escalations effectively, ensuring a positive outcome for the customer. Assist and make recommendations to the customers
3. **Product Knowledge:**
Develop a deep understanding of the company's products or services to assist customers efficiently and offer appropriate solutions.
4. **Documentation:**
Maintain detailed records of customer interactions, transactions, comments, and complaints using CRM systems.
5. **Communication:**
Communicate with other departments to relay customer feedback, trends, or recurring issues for continuous improvement.
6. **Feedback Analysis:**
Analyze customer feedback to identify recurring issues and suggest improvements to products, services, or processes.
7. **Process Improvement:**
Collaborate with the team to improve existing processes and create new procedures to enhance the overall customer experience.
8. **Upselling/Cross-selling:**
Identify opportunities to upsell or cross-sell products or services to existing customers. Assist and make recommendations to the customers
9. **Training and Support:**
Assist in training new team members, sharing best practices, and providing ongoing support to colleagues.
10. **Adherence to Policies:**
Ensure compliance with company policies and procedures while delivering high-quality customer service.
These responsibilities can vary based on the specific company's needs and the nature of the customer care representative role.
Qualifications
3+ years of customer service or sales experience
Experience working in apparel retail desired
Exceptional phone presentation and communication skills
Excellent interpersonal, oral, and written communication skills
High degree of empathy and solutions oriented
Must be very detail oriented, organized and have excellent problem-solving skills
Knowledge of Word, Excel, and Microsoft Outlook a must.
Comfort in working in many different systems a plus
Desire to assist and help people in a positive, enthusiastic, and professional manner
Flexibility with hours and schedule with ability to work some weekend hours as necessary