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Premium Customer Service Specialist
3 weeks ago
We're seeking a seasoned Consumer Experience Specialist to deliver exceptional service across digital channels. This is a fantastic opportunity to work with premium brands and gain hands-on experience in customer engagement, VIP guest management, and digital commerce.
This role requires a strong focus on delivering outstanding service, responding to inquiries via live chat, email, social media, and phone. The ideal candidate will have excellent communication skills, be tech-savvy, and have experience working with customer relationship management (CRM) systems.
The Consumer Experience Specialist will be responsible for managing all direct communication with our valued customers, including onboarding, quarterly outreach, event invitations, and responding to inquiries. They will also be the primary liaison for our Golden Guests—select group of VIP customers—ensuring they receive a premium, personalized experience that reflects our brand values.
Responsibilities:- Order & Return Management: Ensure smooth processing of orders and returns by following established protocols.
- Warranty Claims: Assess and process customer warranty requests with care and accuracy.
- Customer Support: Respond to inquiries via live chat, email, social media, and phone.
- Product Expertise: Become a go-to advisor on our products, helping customers find the perfect fit for their needs.
- Performance Goals: Contribute to achieving monthly KPIs and team targets.
The Consumer Experience Specialist will deliver high-touch service that aligns with brand tone and values. Responsibilities include:
- Managing all direct communication with Golden Guests, including onboarding, quarterly outreach, event invitations, and responding to inquiries.
- Delivering high-touch service that aligns with brand tone and values.
- Supporting the planning and execution of Golden Guest events, including on-site assistance.
- Maintaining the Golden Guest tracker with communication logs, personal details, purchase history, event attendance, and gifting activity.
- Sharing guest insights and feedback with internal teams to help shape future activations.
- Collaborating with the CRM & Loyalty Manager to refine and execute the Golden Guest program roadmap.
- Passion for Sports & Outdoors: You're enthusiastic about our products and the active lifestyle they support.
- Curiosity & Drive: You're eager to learn, stay updated on tools and trends, and understand how brands operate.
- Customer Insight: You understand consumer behaviour, media habits, and shopping preferences.
- Exceptional Communication: You're confident and personable in both written and verbal interactions, with a warm and professional tone.
- Relationship Building: You excel at creating meaningful connections with customers, especially VIPs, and understand the importance of personalized service.
- Event Support Skills: You're comfortable assisting with planning and hosting exclusive events, ensuring every detail contributes to a premium experience.
- Team Collaboration: You build strong relationships with colleagues and partners, and contribute positively to team culture.
- Tech Savvy: Comfortable with Excel and data sets; experience with SAP is a plus.
- Work with globally recognized brands in a fast-paced, supportive environment.
- Gain exposure to digital commerce and cross-functional collaboration.
- Enjoy product discounts and other great perks.
- Be part of a fun, energetic, and open-minded team.
