Job Details
About Vix Paula Hermanny
Vix Paula Hermanny is a prominent brand in the luxury swimwear and resort wear industry, celebrated for its exquisite designs that combine Brazilian vibrancy with global sophistication. As a business owned by a woman, Vix Paula Hermanny not only exemplifies female entrepreneurship but also maintains a firm commitment to quality and design. ViX Paula Hermanny has grown to be a global brand with over 700 employees, a manufacturing facility in Brazil and over 20 brick and mortar stores. ViX Paula Hermanny is sold through thousands of specialty stores and luxury department stores in 28 countries.
Job Summary
ViX Paula Hermanny is excited to offer a new opportunity for a Customer Care Representative. The Customer Care Representative serves as a direct point of contact for customers, embodying the voice and image of the brand while ensuring a high level of customer satisfaction and engagement. This role involves handling inquiries via phone, email, live chat, and social media messages, managing order details, and addressing any issues with deliveries or returns. This role will also work in the warehouse as needed to help process returns and pick, pack, and ship customers orders.
This is a hybrid position, offering the flexibility of working 3 days a week in the office and 2 days remotely, blending collaborative in-person interactions with the convenience of remote work.
Responsibilities
- Interface directly with customers through various communication channels to answer queries, input orders, and ensure follow-through.
- Coordinate with customers to address issues such as missing items from orders and propose solutions to maintain the integrity of orders.
- Act as a Brand Ambassador to maintain a luxury brand image and uphold a professional, positive, friendly, and courteous relationship with customers.
- Manage claims with FedEx for lost packages and follow through each step of the claim process.
- Work directly with the accounting department on issues related to lost goods and maintain accurate records.
- Send replacement parts or products to customers as needed.
- Coordinate resolutions for damaged or incorrectly sent items.
- Engage with customers to gather information needed to process exchanges effectively.
- Communicate with customers returning merchandise in an unacceptable condition, ensuring adherence to company policy while maintaining a positive brand image.
- Assist customers finding products they will adore and suggest other products that can complete their wardrobe.
- Assist in the warehouse as needed
- Create, organize, and maintain logs detailing replacement situations for damaged & dirty suits and FedEx claims.
- Organize and analyze monthly customer service reports, highlighting issues, procedural updates, improvements, lost packages, and more.
- Train and assist warehouse team in managing the returns process.
- Research and compile necessary documentation for cases and forward them to the ViX Accounting Department.
Qualifications
- High School Diploma or GED Equivalent Work Experience
- 3+ Years Experience in Ecommerce Customer Service
- Must exhibit a high level of confidentiality.
- Detail orientated.
- Excellent written and oral communication skills.
- Ability to add, subtract, multiply and divide.
- Strong interpersonal skills.
- Strong organizational and time-management skills and ability to meet tight deadlines; and
- Be a team player.
- High proficiency in MS Office, including Word, Excel, Outlook, PowerPoint, and SharePoint; and
- Experience with customer service software or a ticket desk, Gorgias preferred.
- Working knowledge of all standard office equipment, and Shopify, Endear, Klaviyo, Asana, Yotpo, Loop and Shipstation.