Customer Experience Guide

Compensation range: $19.00-20.00/hour

Indochino is all about inspiring confidence that people admire, working here is to be a part of a growing and exciting made to measure experience and we are looking for someone amazing to join our team. As the Customer Experience Guide you will provide world-class customer care to Indochino customers, understand customer issues over time and develop compelling solutions to primate customer needs and questions.

KEY ACCOUNTABILITIES:

Reporting to the Manager, Customer Experience, the Customer Experience Guide will be responsible for ensuring that INDOCHINO customers have a consistently positive brand experience by providing the best customer care in the world. The ideal person for this position is a forward thinker, critical decision maker, detail obsessed, and has the ability to anticipate needs before they arise.

RESPONSIBILITIES:

• Provide world-class customer care to Indochino customers by chat, email and phone
• Understand customer issues over time and develop compelling solutions to preempt customer needs and questions
• Consistently work with other teams to track, solve and innovate our processes and procedures to provide an exceptional customer experience pre and post purchase
• Collaborate with the Operations Team to ensure all customer requests are confirmed and understood
• Assisting customers with their garments fit issues through our systems tools and available resources
• Liaise with our Team Leads to resolve individual customer issues

REQUIREMENTS:

• 2+ years experience in a contact centre, providing email, chat, and phone support
• Exceptional communication skills, both written and verbal
• Customer service oriented with a natural desire to care for the needs of others
• Deep desire to put drive & effort into your work
• Knowledge and passion for men’s fashion and style trends
• Knowledge about men’s tailoring, pattern design, garment alterations, and fabrics preferred
• Past experience with billing issues, returns & data metrics an asset
• Familiarity with the Microsoft Office Suite
• Familiarity with ZenDesk preferred

This is a remote position, however, preference will be given to candidates from the lower mainland/Vancouver area.

If this sounds like something you’d love to do, and you know you’re the person for us, visit our careers page, tell us a bit about yourself, we’d love to hear from you!

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