Customer Success Administrator (Ecommerce)

Customer Success Administrator (Ecommerce)

At Glass Studios (subsidiary of Project Soul), we believe in accessible (and fun) eyewear for all. When it comes to eyecare, high quality frames and services shouldn’t be for a select few, but that every individual should experience the world through clear, vibrant vision.

Community and people are at the core of Glass Studios, and we’re looking for a driven and agile Customer Success Administrator to ensure our marketplace customers have a seamless and satisfying journey. The Customer Success Administrator will act as a brand advocate, ensuring that customers receive top-notch support and that their interactions with the marketplace reflect the values and quality of Glass Studios.

This role involves addressing customer inquiries, resolving issues, enhancing user experience, and contributing to the growth and success of our marketplace community. The ideal candidate will possess strong communication skills, a proactive mindset, and a passion for delivering outstanding customer service.

Key Responsibilities:

1. Manage Online Operations:
   1. Manage all online store operations by ensuring all content is current and adding new products to store categories.
   2. Act as liaison officer to communicate all online stores' programs and needs with third-party marketplace.
   3. Manage and monitor the online store’s stock.
2. User Support:
   1. Serve as the main point of contact for marketplace customers, addressing questions and resolving concerns promptly and professionally.
   2. Manage customer support interactions via email, chat, and phone, ensuring a positive and helpful experience for all users.
   3. Collaborate with internal teams to resolve complex user issues and escalate when necessary.
   4. Provide feedback to the marketing team based on user experiences to drive continuous improvement.
   5. Develop and maintain excellent relationships with prospective and existing customers.
3. Data Management & Reporting:
   1. Keep accurate records of all customer interactions and transactions.
   2. Prepare regular reports on customer service metrics, satisfaction levels, and areas for improvement.
   3. Analyze data to identify trends and recommend improvements to enhance the customer experience.
4. Process Improvement:
   1. Coordinate with Marketing and Procurement and Merchandising departments to ensure on time delivery and high customer satisfaction.
   2. Create and update support documentation, including FAQs and ongoing macros.
   3. Continuously refine support processes to improve efficiency and user satisfaction.
   4. Keep up to date with industry trends, conduct competitor research, and anticipate changes in customer demand patterns.

Qualifications:

1. 2+ years of experience in customer support, customer success, or a related role, ideally in an e-commerce or marketplace setting at a fashion or lifestyle brand.
2. Strong problem-solving and critical-thinking abilities.
3. Excellent verbal and written communication skills, embracing the fun and friendly, while being respectful to customers.
4. Proficiency with customer support tools for marketplaces like Tokopedia and Shopee.
5. Ability to juggle multiple tasks and priorities in a dynamic, fast-paced environment.
6. A customer-first attitude with a focus on empathy, patience, and delivering exceptional service.
7. Eagerness to learn and adapt quickly to new systems and processes.

Competitive salary and performance-based rewards.
Opportunities for career advancement in a fast-growing company.
A collaborative and innovative work environment.
Employee discounts, health benefits, and other perks.