Customer Services Specialist - Night Shift

Job Description

Gilt is an innovative e-commerce company offering highly coveted products and experiences at insider prices. Each day, Gilt offers its members a new, curated selection of merchandise, including apparel, accessories and lifestyle products for women, men and children, home entertaining and decor, and fantastic offers on local services and experiences from Gilt CITY. Most sales start at noon ET and last only 36 hours, making Gilt.com an addictive destination for aspirational shoppers from coast to coast.

Gilt Groupe is seeking individuals with diverse backgrounds and experience to join our dedicated Customer Support team in Limerick.

The successful candidate shall innately understand the needs of the luxury goods consumer and will be able to communicate their personal approach to a successful customer service policy. In addition, the Customer Services Specialist’s role is unscripted, thus allowing individuals the flexibility necessary to successfully resolve all customer issues without restrictive timelines nor canned verbiage requirements; this approach requires demonstrated patience, empathy, sound judgment and balanced decision-making skills. The successful candidate shall contribute a positive, energetic and organized approach to their role within this highly functioning team.
Qualifications

Responsibilities:

Serve as the primary contact between the customer and the company, providing real-time service during online sales, as well as post-sales support covering a range of topics
Demonstrate a highly professional demeanor while providing exceptional service to our customers via phone, e-mail, chat
Troubleshoot and resolve customer issues and complaints with the utmost of care and respect by listening to their problems and negotiating a satisfactory resolution
Follow customer service policies and procedures to ensure consistent customer satisfaction, always doing the right thing for both our customers and our business
Serve as a liaison between the customer and various internal departments in regards to shipping, technical and designer issues
Provide customer feedback to management in order to continuously improve the shopping experience

Requirements:

Exemplary communication skills, including a professional and friendly telephone etiquette, a strong vocabulary, and outstanding written communication and proofreading skills.
Demonstrated computer proficiency including email, web applications and contact management software
Strong leadership skills both independently and in a team
Highly organized with demonstrated attention to detail
Knowledge of luxury goods and e-commerce will be an advantage