DIPTYQUE Paris Luxury Fragrance House has established itself as one of the most renowned, leading fragrance houses within the luxury market today. Founded in 1961, the Maison is known for its mix of iconic scented candles, personal fragrances, bath and body products, and home d cor. Its flagship boutique is in Paris 5th arrondissement at 34 Boulevard Saint Germain.
This role will can sit within the Eastern or Central Area of US.
PURPOSE
- Handling of all incoming customer inquiries by phone, chat and email
- Provide exceptional online customer service support providing customer case resolution on topics regarding e-commerce product information, stock availability, order inquiries, returns, exchanfes, and shipping information
- Act as customer advocate within the diptyque network, working with the retail, e-com and crm teams to offer resolutions to all customer queries
- Cultivate relationships with corporate or high value clients actively anticipating needs to contribute to customer loyalty, and ultimately sales.
- Relay customer feedback to e-commerce teams for any site related issues
- Ensure all customer interactions contribute to diptyque s overarching CSAT goal
- Demonstrate and share brand awareness, storytelling and product knowledge when communicating with customer
- Deliver luxury service consistently across all platforms, ensuring communications are handled in line with Diptyque policies and procedures
- Develop and retain strong customer relationships generating sales
- Order Management constant communication with warehouse team verifying that orders are being shipped out quickly and correctly. Ensure customers are provided accurate updates on shipment delays, cancellations or product issues
- Responsible for accurately managing the eCommerce return process ensuring returns are processed correctly at the warehouse and that customers are refunded quickly
- Attend company meetings/trainings, and proactively utilize training materials and instructions
- Support management in daily operations, sales goals and additional projects as needed
- Actively participate in improving overall customer journey, especially in post purchase retention. Communicate site issues and friction as well as ideas on improvements (returns systems, tracking emails, etc) to the eCommerce team.
- Work remotely to support West Coast customers with flexibility to work 1 shift per week from Diptyque boutique
SKILLS/ATTRIBUTES
- Strong interpersonal skills and an ability to build rapport with customers
- Excellent verbal and written communication skills
- Attention to detail and ability to multitask, prioritize competing tasks
- Customer-centric and passionate about improving the customer experience
- Drive to achieve and exceed given kpi s such as sales and csat s (customer satisfaction scores)
- Proactive self-starter/solution oriented
- Passionate about promoting and selling our products through exceptional service
- Willingness/ability to learn new tasks and systems
- Strong organizational skills
ABOUT YOU
- 1 years experience in customer service and e-commerce operations
- Zendesk, Narvar and Magento experience preferred
- Bachelors Degree in related field preferred
- Experience and passion for the Beauty/Luxury Industry essential
- Experience using MS Excel, PowerPoint and Word