Customer Service Phone Agent
VIDA & Co.Part time
VIDA is a global platform that brings together creatives and manufacturers from around the world to create unique, original apparel and accessories - on-demand, at mass-scale. A curator of creative voices, VIDA showcases Art x Fashion from New York to LA, Mumbai to Madrid, and Tokyo to Tel Aviv. Our designers include world-renowned artists from 150+ countries around the world and our manufacturers range from textile mills to cut & sew units across India, Turkey, Pakistan, Sri Lanka, and more. We've launched over 2.5M unique products on our platform and have grown our business 10x+ year over year. Additionally, we've proudly partnered with the Museum of Modern Art, Cher, Steve Madden, and Iris Apfel, amongst others to launch exclusive collaborations.
Each of our products is custom-made, on-demand, and has a unique story - from the inspiration behind its design to the personal stories of our artists. For every product made, VIDA offers education and empowerment programs to our factory workers so they can build a better future for themselves and their families.
About VIDA's customer support team
As a Customer Service Phone Agent in VIDA's customer support team, you report to the Customer Service Manager. Our support team is made up of remote agents located globally who service the needs of our two main customer groups: our artists and end customers looking for special, art-inspired home- and fashion accessories.
VIDA's customer service team supports artists and end customers via phone, email, and chat- 24 hours a day, 7 days a week.
About the job
We are looking for a highly motivated CS agent to provide personalized and administrative support for our customers through phone calls. The ideal candidate should be charismatic, courteous, and professional. Customer Service Agents are expected to thorough support to our consumers, representing the company and our brand. The job demands full channel skills and experience, proactiveness, strong communication skills and an active, open, service-minded, happy mindset and personality. Are you looking to deploy and further develop your skills and experience in all CS channels? Are you a social, out of the box thinker service-minded individual with strong phone antique, and organizational and administrative skills? Then this might be your dream job and we look forward to hearing from you!
- Act as point of contact for customers through Phone
- Documents and provide reports for common inquiries such as top reasons from clients sending emails or joining requirements
- Report on success key performance indicators to the team lead
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Liaise closely with the team member and the Head of Operations in order to update their knowledge database and to provide suggestions for process improvements
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- At least 1 to 2 years of Customer Support experience via Phone channel
- Has the ability to work under pressure and under minimal supervision
- Must have excellent English communication skills (written and oral)
- Has excellent communication skills and with an outgoing personality, confidence, leadership skills, and creativity
- Comfortable to handle phone, chat, and email communication in a professional way
- Be familiar with social media channels as a way of communication and promotion
- Familiarity with using and navigating Zendesk
- Some experience in merchandising or e-commerce campaigns with a client support role
- Background in fashion, retail, or e-commerce
- Basic knowledge of MS Excel
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