Application deadline: Applications will be accepted on an ongoing basis
Shopbop, a fully integrated Amazon subsidiary in Madison, WI, is looking for an action-oriented, motivated individual who has an obsession for customer satisfaction and experience working with high-end merchandise. Successful candidates will be responsible for achieving explicit department goals. An ideal candidate will excel in a fast-paced, multi-tasked, dynamic environment.
This is a full-time, direct hire position that pays $19.00/hour. We are a call center open 7am-9pm CST, 7 days a week. Must have the flexibility to work a variety of shift assignments including nights/weekends/holidays/OT Peak. 2+ years within a luxury customer service-focused environment, such as contact center and/or luxury retail. Direct customer phone/email experience is required.
Shopbop is the premier online shopping destination for what’s new and what’s next in fashion and style, offering customers around the world the best selection from both established and emerging designers. Working with more than 500 international brands, Shopbop offers customers in 165 countries a selective and nuanced fashion-forward assortment of ready-to-wear and accessories with fast, free global shipping.
In this Customer Support Specialist, you will be the voice of Shopbop, fielding real-time calls in a remote call center environment from customers globally. The ideal Customer Support Specialist is caring and compassionate, enthusiastic, solution-oriented and committed to providing service to all our customers.
This role is a fully remote position. Candidate location restrictions may apply.
Key job responsibilities
- Act as a Brand Ambassador for Shopbop, providing world-class service to all Customers
- Be the first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone, live chat and/or social media
- Provide Customers with critical service and product information, ensuring customer satisfaction
- Demonstrate sound understanding and comprehensive knowledge of the Shopbop’s full range of products and services
- Handle customer inquiries and/or cases through different channels in a timely and professional manner decisions in consideration of the policies and procedures within the Service Level Agreement
- Ensure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers’ voices
- Utilize a variety of software programs to resolve customer inquiries
- Work with external shipping contractors to assist customers with both domestic and international issues
- Can show strong verbal and written communication skills
- Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in a high volume, high production operations environment
- High school diploma
- 2+ years within a luxury customer service-focused environment, such as contact center and/or luxury retail. Direct customer phone/email experience.
- The ability to work your entire shift using a computer while stationed at a desk, wearing a headset, and turn on the camera when requested by leadership
- Home work area that is free from background noise where you can connect to the internet and work on your deliverables
- • The ability to meet the Shopbop and Amazon Customer Contact Center Guidelines and expectations which includes using a wired, high-speed Internet, Modem or Router w/ Ethernet Port – Customer Support Specialists must connect directly (No Satellite Internet or Wi-Fi)
- Knowledge of basic mathematics
- Knowledge of Windows desktop environment and use of Word, Excel, IE, Firefox etc.
- Experience in computer skills, including proficiency in MS Office (Word, Excel, PowerPoint), or experience that includes strong analytical skills, attention to detail, and effective communication abilities
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.
USA, , - 15.00 - 23.00 USD hourly
