Customer success officerITOOH E-Furniture and Design Inc

At ITOOH, we are passionate about our customers, working tirelessly to delight them on every interaction with our platform. From product discovery to final delivery, ITOOH's customer journey is a product of technology and human empathy combined to build brand love among customers making it easier, more fun and more meaningful than ever to shop for their homes. As the Customer Success Specialist, you will be at the forefront of this mission. Your key focus is to help drive and exceed customer satisfaction by addressing customer service inquiries while building a genuine and valuable connection with them.
Here are your day to day roles:
Respond in a professional and courteous manner to customer service inquiries, requests or complaints to arrive an effective resolution
Answer chats, calls and emails from customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status, back order inquiries and any other issues that may arise in the order fulfilment process
Provide friendly virtual assistance to shoppers in navigating through the platform and product catalogues, or in recommending product while driving opportunities for an up-sell.
Demonstrate conflict management skills and maintain professional composure at all times, de-escalating customers with empathy and right solution while maintaining policies and guidelines in place.
Navigate ITOOH's marketplace platform and customer service and messaging tools in order to process resolutions for customers and manage your day-to-day operations in a timely manner
Continuously look for areas of improvement and communicate trends in customer feedback and issues to leadership team as appropriate
Work closely with cross-functional team members in order to deliver customer success.
Qualities we are looking for in a Customer Success Officer:
A minimum of 2 years of professional experience in a customer success role. Omnichannel (email, chat, and phone support) and e-commerce experience are big pluses.
You're energized by rapid change and are comfortable working in an evolving environment.
You're a problem solver - able to proactively diagnose customer needs, customize a solution, and present it effectively keeping in mind ITOOH's voice and channel.
You have excellent interpersonal communication, including active listening, written and verbal skills.
You'll be a strong advocate for the customer and passionate about delivering a top notch customer experience.
You respond to challenges with patience, empathy, and resourcefulness.
You have well-developed analytical and critical thinking skills.
You are self-aware and are comfortable giving and receiving feedback.
You enjoy working in a collaborative environment and being part of a team.
Ability to multitask, set priorities and manage time efficiently.