Job Description

ASM Inc. is a dedicated customer care network specialized in the luxury retail industry.

Our branch in New York City was established in 2004 and has partnered with the world's leading fashion brands, including but not limited to apparel, skincare, watch and jewelry categories. We provide customer service support for luxury and premium brands to articulate the relationship with their customers throughout the multichannel shopping experience.

At ASM, we deliver unrivaled customer service to our customers by offering talented profiles with a strong connection to the world. This is how ASM takes precedence over traditional call centers.

We offer excellent working conditions in the heart of Manhattan and with possible opportunities for career development and progress within our dynamic multi-cultural team.

In this role, you will be fully involved in daily customer service activities, serving as a primary contact for customer inquiries on luxury brands' websites, products, and policies. You will perform job duties within a small team of ambassadors under the supervision of a team leader.

ESSENTIAL FUNCTIONS:

• Serve as a primary contact for customer inquiries about brand's websites, products, and brand's policies

• Deliver luxury-oriented customer services via phone, email, and/or chat aligned with brand's SLAs

• Assist customers with after-sales services

• Manage ongoing customer relationships using our CRM tools

• Confirm customer orders and contacts

• Retain a thorough understanding of our products, services and policies to inform potential customers

• Develop collaborative, positive working relationships with staff at our traditional shops and corporate offices

• Other duties as assigned

NECESSARY QUALIFICATIONS:

• Minimum 1 year experience in a related customer service role (i.e. in a role that requires resolving issues, diffusing tense situations, solving complex issues etc.)
• High School diploma or general education degree (GED) required
• Outstanding written and verbal communication skills
• Ability to take ownership of, anticipate, and resolve customer issues
• Quick learning ability to absorb extensive information on the brands’ history, policies, procedures, and products
• Excellent computer skills in Microsoft Office and the ability to learn new applications
• Strong customer service background with competencies rooted in CRM

OUR OFFER:

• Salary: $16.16 per hour
• 1-2 weeks paid training program
• An excellent and unique working environment
• Monthly performance bonus
• The operations hours are from 9 AM to 10 PM, seven days per week, during which you will be scheduled for 8-hour shifts, 5 days per week

Job Type: Full-time

Pay: From $16.16 per hour

COVID-19 considerations: Employees are currently working remotely from home during the COVID-19 pandemic until further notice.