Customer Care Associate

CUSTOMER CARE ASSOCIATE (REMOTE)
We are a Los Angelesbased clothing brand made for a community of optimists born in 2017. We use apparel events and experimental retail spaces – including its permanent flagship in West Hollywood – to explore a personal expression as a means to an improved state of mind. Its own seasonal stores – with past and present locations including New York City (Soho) Aspen Miami East Hampton and Tokyo – are each designed to reflect their site while still sharing the brand’s DNA. The brand currently produces a selection of everevolving evergreen classic styles seasonally available collections and collaborations. Madhappy supports research and awareness in mental health through Our Foundation (a 501c(3) nonprofit) and writes Local Optimist a print magazine. Each to celebrate us as worksinprogress and the personal and collective expression that is a part of that.

About the job
We are looking to hire a Customer Care Associate. Our Customer Care team is the closest line of communication between us and our customers. For this position we are looking for someone to answer inbound phone calls live chats and emails learn the ins and outs of the Madhappy brand voice and product and help enhance our customers’ experience.

Responsibilities
Learn and understand our dialogue to effectively respond to customer inquiries
Stay uptodate on product knowledge and company policies to provide accurate information to customers
Respond to inbound customer support questions through phone email and live chat
Initiate returns exchanges and refunds in accordance with company policies
Document customer feedback and report to CX lead
Work with external shipping partners to resolve issues
Proactively communicate with customers who have backordered items providing updates on the status of their orders
Assist in the development and implementation of SOPs for various operational tasks ensuring consistency and efficiency across teams and locations.
Review and reach out to customers to resolve address and fraud holds


Qualifications
Experience in customer service ecommerce (1 year)

Characteristics
Excellent verbal and written communication and interpersonal skills
Effective collaborator with other team members
Solutionsoriented and optimistic