**Experienced Full Stack Customer Support Specialist – Luxury Fashion E-commerce**
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed expectations. As a key member of our customer support team, you'll be the voice of arenaflex, providing world-class service to our customers across the globe. If you're a customer-centric individual with a passion for luxury fashion and a knack for problem-solving, we want to hear from you!
**About arenaflex**
arenaflex is a leading e-commerce company that offers a curated selection of luxury fashion and style products from established and emerging designers. With a presence in over 165 countries, we're committed to providing our customers with the best possible shopping experience. Our team is dedicated to delivering exceptional customer service, and we're looking for like-minded individuals to join our ranks.
**Job Summary**
We're seeking an experienced Customer Support Specialist to join our team. As a Customer Support Specialist, you'll be responsible for providing world-class service to our customers through various channels, including phone, email, live chat, and social media. You'll be the first point of contact for customers, resolving issues and answering questions in a timely and professional manner. If you're a motivated and customer-focused individual with excellent communication skills, we encourage you to apply.
**Key Responsibilities**
* Act as a Brand Ambassador for arenaflex, providing world-class service to all customers
* Be 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 media
* Provide customers with critical service and product information, ensuring customer satisfaction
* Demonstrate sound understanding and comprehensive knowledge of arenaflex's full range of products and services
* Handle customer inquiries and/or cases through different channels in a timely and professional manner, making decisions in consideration of the policies and procedures within the Service Level Agreement
* Ensure clear and accurate data capture, providing both quantitative and qualitative insights of customers' voices
* Utilize a variety of software programs to resolve customer inquiries
* Work with external shipping contractors to assist customers with both domestic and international issues
**Essential Qualifications**
* 2+ years of experience within a luxury customer service-focused environment, such as contact center, luxury retail, or hospitality (preferred)
* Excellent verbal and written communication skills, with the ability to handle difficult conversations with a high level of empathy and integrity
* Proficiency in basic math, with the ability to compute refunds before and after discounts, and apply specified percentages, tiered promotional codes, and partial discounts to orders
* Ability to work a set schedule, including nights, weekends, and holidays, with required overtime as business needs
* The 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 leadership
* This is a Virtual Role, requiring a home work area that is free from background noise, where you can connect to the internet and work on your deliverables
* Experience working under pressure in a high-volume environment while maintaining standards for productivity, quality, and service
* The ability to meet the arenaflex and Amazon Customer Contact Center Work from Home 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)
* Highly proficient with desktop applications such as MS Office and Internet browsers; comfortable working with computers and smartphones, with the ability to quickly learn how to use new websites and apps
* High school diploma or equivalent
**Preferred Qualifications**
* Fluency in one of the following languages is preferred: Russian, Korean, Japanese, or Spanish
* Experience with Microsoft Office products and applications
**What We Offer**
* Competitive salary, ranging from $31,200/year in our lowest geographic market up to $39,000/year in our highest geographic market
* Total compensation package, including equity, sign-on payments, and other forms of compensation
* Full range of medical, financial, and/or other benefits
* Opportunity to work with a leading e-commerce company in the luxury fashion industry
* Collaborative and dynamic work environment
* Professional development opportunities to help you grow in your career
**Work Environment and Culture**
* arenaflex is a remote-friendly company, with a flexible work schedule that allows you to work from the comfort of your own home
* Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a positive and inclusive work environment
* We're a total compensation company, offering a comprehensive benefits package that includes medical, financial, and other benefits
* We're committed to diversity and inclusion, and we welcome applications from individuals of all backgrounds and perspectives
**How to Apply**
If you're a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We're committed to creating a diverse and inclusive work environment, and we welcome applications from individuals of all backgrounds and perspectives.
**Accommodations**
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
**Los Angeles County Applicants**
Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation.
Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
**San Francisco Fair Chance Ordinance**
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
**New York City Workers**
Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.
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