[Remote] Customer Support Specialist, Shopbop

Note: The job is a remote job and is open to candidates in USA. Shopbop, a fully integrated Amazon subsidiary in Madison, WI, is seeking a Customer Support Specialist who is passionate about customer satisfaction and luxury merchandise. The role involves fielding calls from customers globally, resolving issues across multiple channels, and providing exceptional service to ensure customer satisfaction.ResponsibilitiesAct as a Brand Ambassador for Shopbop, providing world-class service to all CustomersBe 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 mediaProvide Customers with critical service and product information, ensuring customer satisfactionDemonstrate sound understanding and comprehensive knowledge of the Shopbop’s full range of products and servicesHandle 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 AgreementEnsure clear and accurate data capture, be able to provide both quantitative and qualitative insights of customers’ voicesUtilize a variety of software programs to resolve customer inquiriesWork with external shipping contractors to assist customers with both domestic and international issuesSkillsExperience using English communication skills, both written and verbal, to foster seamless interaction with stakeholders at all levelsExperience in resolving conflicts and set appropriate expectations with customersWork a flexible schedule/shift/work area, including weekends, nights, and/or holidaysExperience working in fast paced environments, and managing workload even during times of stress, or escalated activityKnowledge of Windows desktop environment and use of Word, Excel, IE, Firefox etcHigh School diploma or equivalent2+ years within a luxury customer service-focused environment, such as contact center and/or luxury retail. Direct customer phone/email experienceThe 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 leadershipThe 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)Proficiency in basic math with ability to compute refunds before and after discounts, and apply specified percentages, tiered promotional codes, and partial discounts to ordersThis is a Remote Role and requires a home work area that is free from background noise where you can connect to the internet and work on your deliverablesBenefitsStarting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matchingLearn more about our benefits at https://hiring.amazon.com/why-amazon/benefitsCompany OverviewShopbop is an app for iPad that has all the consumers favorite stores. It was founded in 2011, and is headquartered in Madison, Wisconsin, USA, with a workforce of 201-500 employees. Its website is https://www.shopbop.com/.