Customer Service Representative
As an On Customer Service Representative with a focus on DTC (we call them Happiness Deliverers), your number one job is to ensure On customers are happy! Part of your goal is to help us become the best sports retailer in the industry. You will be the first point of contact for our direct webshop customers and responsible for inquiries via phone, email, and live chat. With each case you handle, you will aim to wow our customers and will always strive to find a customized solution.
Your team:
You will work with a core team at our and interact daily with our global Happiness Delivery teams in Europe, Australia, Brazil, China, and Japan. During your work day, you will work with our customer support and order management systems to assist our customers with their needs.
Your Mission:
- Build trust by understanding the unique needs of our customers and resolving every situation with a wow factor
- Manage and prioritize multiple concerns simultaneously, including communication via phone, email, and live chat
- Process webshop orders/exchanges/returns/warranty claims in Salesforce/Microsoft Dynamics
- Advise our customers as to which On product(s) is the best for them
- Respond to all inquiries within 24 hours while identifying any escalated unresolved issues
- Communicate with ourthird-party warehouse and shipping partner daily regarding orders, returns, and any order discrepancies
- Lead and participate in special projects as needed to improve team function and increase our wow factor
- Other duties as needed
Your Story:
- Experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and social media
- Great attention to detail
- Effective communication across all levels and functions
- Always keeping the customer needs front of mind and a passion for creative solutions
- Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills
- Excellent written and oral communications skills
- Always thinking of ways to improve the customer experience with a sense of urgency to deliver the wow
