Luxury Concierge Specialist, Perigold
Wayfair · United States · 1 mo ago
RemoteRemoteCustomer Service$22.35–$24.8/hrFull-time
About the role
The Perigold Dedicated Service Team provides a premium and personalized service experience to match the Perigold luxury brand. Perigold Service Specialists will drive brand loyalty by creating an effortless, reliable, and tailored experience for the Perigold customer whenever they need assistance with a pre-or post-delivery order issue.Responsibilities
- Service Perigold customers by responding to customer calls and emails requests for assistance with post-order issues (returns, replacements, refunds, delivery status, back-ordered items, and any issues with fulfillment) in a manner consistent with Perigold’s luxury brand
- Exceed customer satisfaction, efficiency metrics, and issue resolution targets
- Responsible for overseeing projects to ensure they are completed in a timely fashion and within budget
- Navigate multiple software applications and technologies simultaneously
- Use conflict management skills and maintain a high degree of professionalism
- Work directly with internal Wayfair/Perigold teams to solve individual order issues by using clear communication, helping troubleshoot technical issues with service systems (as needed), & by leveraging creative problem solving that adheres to department guidelines, practices, & policies
- Collaborate with the Perigold Designer Services team to support high-end client order servicing questions and concerns
- Perform customer follow-up when necessitated to provide a luxury service experience
- Complete proactive outreach on additional brands and customers as needed
Requirements
- 6 months tenure in current role
- In good standing with Talent Management
- Job Band B (Sr. Service Associate) or higher
- Recommended by current manager
- Senior Service Associate with strong knowledge of Wayfair policies and procedures
- Strong time management skills & the ability to multitask between several workflows at once
- Proven ability to stay on task through the entire workday as demonstrated by consistent ability to meet adherence and NRT targets
- Strong written and oral communication skills
- Strong desire to assist high-end customers and resolve customer concerns with empathy
- Problem-solving mindset
- Success motivated with a desire to join a top-performing team
- A team player who strives to improve team performance and support their peers
Qualifications
- 6 months tenure in current role
- In good standing with Talent Management
- Job Band B (Sr. Service Associate) or higher
- Recommended by current manager
- Senior Service Associate with strong knowledge of Wayfair policies and procedures
- Strong time management skills & the ability to multitask between several workflows at once
- Proven ability to stay on task through the entire workday as demonstrated by consistent ability to meet adherence and NRT targets
- Strong written and oral communication skills
- Strong desire to assist high-end customers and resolve customer concerns with empathy
- Problem-solving mindset
- Success motivated with a desire to join a top-performing team
- A team player who strives to improve team performance and support their peers
Skills
- Excellent communication skills
- Ability to multitask and manage multiple workflows
- Strong problem-solving skills
- Experience with customer service and conflict resolution
- Knowledge of Wayfair policies and procedures