Part-Time Customer Service Agent for a Clothing Company

The objective of the Customer Support role is to effectively manage and resolve customer inquiries while ensuring a high level of satisfaction, particularly in a hightouch customer environment. This role will streamline ticket management, address common issues such as product fit questions, promo code concerns, and price adjustments, and provide personalized support during the sales process to align with the high price point of the product. The role will also help optimize current tools and systems (Gorgias, Swap, RLM, and Shopify) to create a more efficient workflow, reduce ticket volume, and improve customer support processes. Additionally, the role will assess potential solutions for live chat and manage surge inquiries, ensuring that support is always available without overwhelming the team.

Requirements
? Familiarity with Ecommerce Platforms Experience with Shopify or similar ecommerce platforms for managing customer inquiries and resolving issues.
? Strong ProblemSolving Skills Ability to quickly analyze and resolve issues related to promo code applications, price adjustments, and product fit inquiries.
? Attention to Detail Precision in tracking and updating spreadsheets, including lost packages, claims, and promo code applications.
? Excellent Communication Skills Strong written and verbal communication skills, with the ability to convey information clearly and professionally to customers.
? Interest in Fashion A passion for fashion and an understanding of customer preferences, trends, and product details.
? CustomerFocused A commitment to delivering exceptional service to customers, especially in a hightouch environment with personalized support needs.
? Adaptability Ability to work efficiently in a fastpaced, dynamic environment, and handle a variety of customer issues without live chat support.
? Organizational Skills Ability to juggle multiple tasks, including administrative duties and customer support, while maintaining accuracy and timeliness.
? Experience with Returns Management Familiarity with returns management systems like Loop (preferred).
? Experience with International Orders Knowledge of international order processes and systems like Global E (preferred).

Important Criteria from Client
? Proven experience with Gorgias
? White Glove Customer Service

Responsibilities
? Resolve Promo Code Issues Address customer inquiries related to promo code application at checkout, ensuring proper resolution and customer satisfaction.
? Manage Price Adjustments Handle price adjustment requests (which constitute 50% of tickets), verifying eligibility and processing adjustments in a timely manner.
? Customer Support via Help Desk Use Gorgias to manage and respond to customer tickets, ensuring efficient and effective issue resolution.
? Returns Coordination Assist with processing returns using Loop, ensuring that customers receive prompt updates and the correct information.
? Support International Orders Address customer inquiries related to international orders through Global E, ensuring a smooth experience for customers across borders.
? Inventory Management Assistance Collaborate with the team using RLM to resolve inventoryrelated issues and provide customers with accurate information.
? Ecommerce Platform Support Assist customers with inquiries related to the Shopify platform, ensuring a seamless shopping experience.
? Adapt to Limited Live Chat Resources Manage hightouch customer support in the absence of live chat, focusing on personalized responses through other channels while helping the team handle ticket volume effectively.

Working conditions
BYOD 8GBRAM minimum
Dedicated space for taking calls no outside noise affecting the call

If this sounds like you, then you?re just who we?re looking for to join our remote LTVplus team!

Who We Are LTVplus ? Your Global Remote Team
At LTVplus, we?re all about delivering WOWworthy customer experiences for brands worldwide. We?re a remotefirst company with a team spread across the globe, embracing flexibility and diversity in everything we do. We work with various clients, bringing personalized support to enhance their customer experiences.

When you join LTVplus Your Mission will be to
? Handle customer inquiries across email, chat, and social media like a pro. Be the voice of the brand, providing personalized and top
? notch support.
? Collaborate with our awesome team to boost customer satisfaction and share insights.
? Use various tools and platforms to troubleshoot and resolve customer issues efficiently.
? Adapt to different client needs ? because every day is a new adventure!

? Tech Checklist ? Gotta Have It!
A reliable computer (preferably younger than 3 years) and a stable high
? speed internet connection.
? Some experience with customer support software (e.g., Gorgias, Zendesk, Intercom) would be awesome!
? A quiet, cozy workspace to handle calls and chats like a pro.

Employment type

Part-time

Department

Customer Success

Division

APAC

Location

Remote