Customer Experience Representative - Claims & Outbound

Princess Polly is the global fashion brand at the forefront of trend-driven, lower impact and accessible apparel. Established as an online force in the Australian retail scene in 2010, Princess Polly quickly became the clothing brand found in every influencer haul, viral TikTok, Instagram OOTD and celeb street looks. Now, one of the fastest-growing online women's fashion brands in the USA, Princess Polly has been delivering the best online shopping experience to customers worldwide for over 10 years. 

As a part of A.K.A Brands; we are a global player with offices located in Los Angeles and Australia’s Gold Coast. With big plans ahead, we're always on the hunt for new talent to join our global team. 

We are growing our team based at our West Hollywood office and are looking for talented individuals to join the Princess Polly team. Think you can help us in our journey of becoming the best online shopping destination like...ever?  If you're a motivated team player that's obsessed with all-things fashion and pop culture, we'd love to hear from you. 

POSITION SUMMARY:

The CX Representative will emulate Princess Polly values by providing outstanding service to our customers across all communication platforms in a timely manner. They will have a focus on brand voice and consistently providing a friendly experience, with an empathetic tone, for quality assurance purposes. Additionally, they will meet and strive to exceed individual and team KPIs and target goals while handling customer inquiries across all platforms. 

IF YOU ARE INTERESTED, THIS IS WHAT SUCCESS LOOKS LIKE AS OUR CX REPRESENTATIVE:

-You will independently handle and monitor all CX operations claim submissions and investigate and identify recurring issues in connection with claims made 

-You will communicate regularly with the Sr. CX Manager on trends, carrier and 3PL updates

-You will respond to internal team inquiries with a high level of customer service and urgency

and participate in special projects and department initiatives as requested

-Consistently updating trackers and logs, you will follow all issues affecting satisfaction and suggest/create new macros to management as needed

-You will build and maintain strong professional relationships across all Princess Polly departments

-Your positive attitude will promote a culture of continuous improvement and engagement within the team

COMMERCIAL AND EDUCATION REQUIREMENTS:

-Bachelor's degree preferred

-2+ years of Customer service experience with a track record of providing excellent customer service

-Basic level of understanding of CRM Platform (Gorgias, Zendesk)  and communication tools

-Experience in retail e-commerce direct to consumer operations preferred

-Advanced computer skills including Microsoft Windows and Google Suite

-Experience with Shopify Plus, Excel and Google Suite is desirable

-Ability to multitask & self-manage time spent on tasks to ensure maximum output

-Strong problem-solving skills to ensure a positive experience for all customers

-Must be organized, a self-starter, and have strong interpersonal skills to work effectively and build strong relationships with business partners

-Excellent written, verbal, and presentation skills

Salary Banding: 50-52k

We offer a package that can only be described as best in class within the retail space today!

 

·   Flexible working arrangements 

·   Amazing Employee Discount Program (40%)

·   Company Sponsored Medical (HMO & PPO Options), Dental, & Vision Plans

·   Company Paid Life, Short Term Disability, Long Term Disability, & Employee Assistance Plans

·   401(k) Program (100% Match Up to 5% of Pay)

·   Individual & Team Based Leadership Development Programs

·   Positive Company Culture that Celebrates both Personal & Company Milestones

·   15 Vacation Days + 10 Sick Days + 10 Holidays

 ·  Strong commitment to Diversity, Inclusion & Belonging strategy including leader training emphasizing inclusion to make team members feel seen, heard, represented, and supported as well as employee opportunity to join the Diversity and Inclusion Committee.

Aside from the amazing array of tangible benefits and perks, Princess Polly offers you the chance to make an impact on a fast growing, global business. You have the opportunity to pursue your passion and plan your own future as part of our team!

Princess Polly is an Equal Opportunity Employer (EOE) We're committed to a diverse and inclusive workplace and encourage applicants from all walks of life. Come join us, different makes us better.