Service customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process.
Meet customer satisfaction, efficiency metrics and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate.
Project a professional company image through phone and email interactions.
Recognize, document and alert supervisors of trends in customer calls.
Uphold high customer service standards.
Perform other job-related duties and responsibilities as may be assigned to you from time to time by the Company and/or your supervisor or manager i.e. process calls or emails to service customers when call demand dictates.
Bilingual French required
Bachelor's Degree or equivalent experience
Excellent communication and relationship building skills
Passion for helping customers
Desire to make Customer Service a career
Service experience, preferably in a call center
A successful track record working in a high volume environment
Strong desire to be part of a team achieving personal and company financial goals
Able to solve problems by thinking analytically and creatively
Familiar with the latest e-commerce trends
Regular and reliable attendance is an essential function of this position
Essential Job Functions:
Ability to alternate sitting and standing throughout an 8 hour period, and sometimes longer.
Ability to use a computer keyboard and computer screen.
Ability to use a telephone headset and telephone system.
Ability to handle and solve all types of customer service issues via phone and/or email.
Offers for this position will be contingent on successful completion of a background check, including criminal history and drug screening.
Wayfair Inc. offers an extensive selection of home furnishings and décor across all styles and price points. The Wayfair family of brands includes:
com, an online destination for all things home
Joss & Main, where beautiful furniture and finds meet irresistible savings
AllModern, a go-to online source for modern design
DwellStudio, a design house for fashion-forward modern furnishings
Birch Lane, a collection of classic furnishings and timeless home décor
Wayfair generated $786.9 million in net revenues for second quarter 2016. Wayfair employed 5,398 people as of June 30, 2016 and is headquartered in Boston, Massachusetts with operations throughout North America and Europe.