Customer Support Specialist

Milano Jewelry is a fine jewelry retailer headquartered in New York. We are looking for a driven, experienced and organized Customer Service Specialist. The ideal candidate is responsible for providing our customers with a delightful, frictionless experience.

As a part of the role, you will be required to handle the following:

Customer service inquiries by Phone or via our ticketing software (Gorgias)

Coordinate placement and receipt of special orders

Assist in packaging and shipping e-commerce orders, special orders and repair jobs to customers

Process E-Commerce Orders

Oversee ad-hoc projects from start to finish and assist in implementing structured customer service processes

You need to be extremely well organized and enjoy the daily challenges of helping customers

Responsibilities

Utilization of proper processes and procedures for shipping and handling customer service requirements

Receive and Inspect any incoming special order or customer repair packages

Establish performance benchmarks and be upheld to those goals

Contribute and work with other teams as needed

Ensure timely fulfillment of orders and customer service issues to ensure customer satisfaction

Resolve customer conflicts and handle escalation procedures

Qualifications

Bachelor's degree or equivalent experience

3+ years of customer service

Excellent written and verbal communication skills

Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.) and ticketing software such as Zendesk/Freshdesk/Gorgias

Experience with Shopify/WooCommerce (any other CRM or E-Commerce platform)

Self-motivated and team-oriented with a drive to grow beyond the scope of this role

Solution-oriented with the ability to troubleshoot and resolve issues that arise independently

Previous luxury or fashion industry experience is a plus