Full-Time Customer Care Support

We’re looking for a calm, detail-oriented Customer Care Support team member to help deliver an exceptional Lovisa.com experience for our customers across the East Coast of North America. In this remote role, you’ll manage customer inquiries through live chat, email, and phone, ensuring every interaction is handled with care and resolved within our 24-hour service standard.

ROLE OVERVIEW Every piece of feedback is important to our website offer, be it in the service delivery of getting an item to our customer on time, or directing an international or regional customer purposefully to their nearest Lovisa store. The customer experience support role is to capture, report, and resolve the feedback from our Customers in regard to their experience using Lovisa.com

• Management of customer emails with daily priorities of correct response, follow-up, and resolution is key to this role.
• Assisting with the language and descriptions and promises of the online product detail is key to delivering our customer what they want; providing our Content team with the key words to use or avoid.
• You are the gatekeeper and editor of the Lovisa Store Locator service; keeping the world up to date with our available stores around the globe.

ROLE OBJECTIVE Manage the customer service responses for Lovisa.com, live chat, inbound phone calls and social media. Engage our team and customers purposefully to achieve 100% service resolution within 24 hours.

• Solve customer issues, complaints, and feedback in an efficient way while adhering to our policies.

REQUIREMENTS OF THE ROLE Respond to daily feedback from customers (both internal and external) with pro-active and decisive communication that result in positive outcomes for all parties.

• Assist in the definition of item descriptions and display to create the best possible content for our customers and stores.
• Communicate effectively through our customer omni-channels.

ATTRIBUTES REQUIRED

• Excellent communicator in verbal and writing skills
• Strong analysis and problem-solving skills
• An understanding of customer service ethos, online shopping experiences and general e-commerce practices

What is the last date for applying to the job?

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