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Stella & Dot

A boutique-style accessories company offering home-based entrepreneurship for women.

Delight Services Associate – Bilingual English and German
Hammersmith, GB
London, GB
Job Description / Skills Required

About Us:
Stella & Dot Family of Brands (Stella & Dot, KEEP Collective and EVER Skincare) enable over 50,000 independent business owners in 6 countries. Our business owners have earned over $300 million from running their own flexible businesses, selling over $1 billion in products. Our mission is to revolutionize entrepreneurial opportunities for women and men by reinventing the category and creating the modern business opportunity- our Social Selling platform. We are combing the best of e-commerce, social networking and direct sales with irresistible, affordable style and exceedingly personal service. Stella & Dot is a rapidly growing company with unlimited opportunity and world-class investors, such as Sequoia Capital.

Stella & Dot has been featured in the New York Times, the Wall Street Journal, on the View, The Today Show and in countless fashion magazines like InStyle, People and Lucky. Learn about us at www.stelladot.co.uk.

Position Overview:
A Stella & Dot Delight Service Associate is a critical part of our mission to deliver timely, accurate and professional customer service to all Stella & Dot Customers and Stylists. This vital position requires an action-oriented, flexible problem-solver who will assist customers and Stylists in expediting orders, correcting post-sale problems, first level technical support and financial questions based on our compensation plan. Communicate with customers and Stylists primarily via phone and email, and utilizes a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun, and fast-paced environment.

Every Delight Service Associate maintains their own responsibility and is the first point of contact for their area of expertise. Some of those responsibilities are Payments & Fraud, Shipping & Deliveries, Product Quality & Alerts. These responsibilities rotate on quarterly basis and offer each Delight Service Associate the opportunity to deep dive into all aspects of our business and gain valuable experience in each.

As part of our growing Delight Service team in the UK, we are looking for a talented German Speaking individual who can hit the ground running and grow with us as we build our team. You will be handling calls from the UK and Germany as we expand both from customers and Stylists and direct consumers.

Responsibilities:
Handle escalated calls, chat queries and complaints including issues relating to policy and procedures, compliance, commission and returns.
Use judgment and guidelines provided by Stella & Dot to properly provide credits and escalate issues
Handle customer and stylist questions, complaints, order and billing inquiries with the highest degree of courtesy and professionalism to resolve issues with one call/one email.
Communicate with customers and stylists using web-based tools and demonstrate professional proficiency in typing and grammar.
Follow up and provide thorough, closed loop service on issues that cannot be addressed in a single call
Take ownership and be accountable for your assigned responsibility, liaise with respective departments and be the first point of contact for your area of expertise.
Appropriately document all transactions and pertinent interactions.
Adhere to structured workday schedule to provide maximum incoming call coverage.
Meet or exceed monthly productivity measures (Availability, Logged In hours, Calls per day, etc.)
Develop broad working knowledge of Stella & Dot practices and operations, and demonstrate continued and consistent proficiency in the skill sets utilized within the Delight Center.
Participate in team meetings and required training.
Perform other duties as assigned by management.
Qualifications:

Education/Experience

Bachelor’s Degree or equivalent work experience
1 – 2 years customer service experience
Good IT Skills with Word, Excel, Email and other systems
Fluent German
Communication Skills
Ability to communicate (orally & written) correctly and clearly with all customers
Excellent documentation skills
Good comprehension skills-- ability to clearly understand and state the issues customers present
In hours, Calls per day, etc.)
Develop broad working knowledge of Stella & Dot practices and operations, and demonstrate continued and consistent proficiency in the skill sets utilized within the Delight Center.
Participate in team meetings and required training.
Perform other duties as assigned by management.
Customer Focus

Excellent customer service skills, including maintaining focus on the customer issue amidst a bustling, fast-paced environment.
Ability to empathize with and prioritize customer needs
Demonstrable interpersonal skills with a diverse customer base
Demonstrable conflict resolution, negotiating, and de-escalation skills
Demonstrate ownership to resolve challenging customer issues, escalating when necessary
Ability to determine customer needs and provide appropriate solutions
Problem Solving Skills

Demonstrable ability to use judgment and logic to determine issue resolution
Demonstrable ability to research complex issues using multiple systems
Effective problem solving skills including decision making, time management & immediate prioritization of tasks as assigned
Ability to approach problems logically & rationally
Action oriented and self disciplined
Organized and detail oriented
Ability to quickly & effectively prioritize work time in various departments to meet business need
Ability to maintain composure in highly escalated situations.
Personal Qualities

Able to cope with a fast paced, ever changing environment
Have a passion and interest for fashion and our fabulous product
Excited to be part of a start up and be all hands on deck
Can cope with ambiguity
Good eye for detail
Flexible, willing pair of hands for our growing office
Be an ambassador for our brand