DIPTYQUE Paris Luxury Fragrance House has established itself as one of the most renowned, leading fragrance houses within the luxury market today. Founded in 1961, the Maison is known for its mix of iconic scented candles, personal fragrances, bath and body products, and home décor. Its flagship boutique is in Paris' 5th arrondissement at 34 Boulevard Saint Germain.
This role will can sit within the Eastern or Central Area of US.
PURPOSE
Handling of all incoming customer inquiries by phone, chat and email
Provide exceptional online customer service support providing customer case resolution on topics regarding e-commerce product information, stock availability, order inquiries, returns, exchanfes, and shipping information
Act as customer advocate within the diptyque network, working with the retail, e-com and crm teams to offer resolutions to all customer queries
Cultivate relationships with corporate or high value clients actively anticipating needs to contribute to customer loyalty, and ultimately sales.
Relay customer feedback to e-commerce teams for any site related issues
Ensure all customer interactions contribute to diptyque's overarching CSAT goal
Demonstrate and share brand awareness, storytelling and product knowledge when communicating with customer
Deliver luxury service consistently across all platforms, ensuring communications are handled in line with Diptyque policies and procedures
Develop and retain strong customer relationships generating sales
Order Management-constant communication with warehouse team verifying that orders are being shipped out quickly and correctly. Ensure customers are provided accurate updates on shipment delays, cancellations or product issues
Responsible for accurately managing the eCommerce return process-ensuring returns are processed correctly at the warehouse and that customers are refunded quickly
Attend company meetings/trainings, and proactively utilize training materials and instructions
Support management in daily operations, sales goals and additional projects as needed
Actively participate in improving overall customer journey, especially in post purchase retention. Communicate site issues and friction as well as ideas on improvements (returns systems, tracking emails, etc) to the eCommerce team.
Work remotely to support West Coast customers with flexibility to work 1 shift per week from Diptyque boutique
SKILLS/ATTRIBUTES
Strong interpersonal skills and an ability to build rapport with customers
Excellent verbal and written communication skills
Attention to detail and ability to multitask, prioritize competing tasks
Customer-centric and passionate about improving the customer experience
Drive to achieve and exceed given kpi's such as sales and csat's (customer satisfaction scores)
Proactive self-starter/solution oriented
Passionate about promoting and selling our products through exceptional service
Willingness/ability to learn new tasks and systems
Strong organizational skills
ABOUT YOU
1 years experience in customer service and e-commerce operations
Zendesk, Narvar and Magento experience preferred
Bachelors Degree in related field preferred
Experience and passion for the Beauty/Luxury Industry essential