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Customer Service

Location: Oakland
Posted on: November 19, 2021

Job Description:

Company DescriptionDecathlon is an innovative sports designer and manufacturer with a mission to bring sports to everyone while promoting a healthy and active lifestyle. Join us in our quest to make sports accessible to all by providing high-quality products at great prices!Job DescriptionWe are looking for an energetic, customer-focused, detail-oriented teammate to join our E-commerce Operations team.This is a Full-time role, physically based out of our Oakland Warehouse but could have a W@H component part-time, especially during COVID. Once a week you will be asked to travel to our store located in the Potrero Center in San Francisco or the Emeryville Store.Our main objectives are two-fold.1 - Create the most amazing customer experience we can for all our customers from pre-order, to order creation to delivery.2 - Meet our customer promise for timelines associated with picking, packing, shipping, and delivery of our customer orders, by working internally with other departments.Key parts of your role include:

  • Ensuring that our customers are satisfied with Decathlon, our products, our online purchasing experience, and everything in between.
  • Providing advice/selling our product via chat
  • Process orders, modifications, and escalating customer issues
    • Maintain a positive, empathetic and professional attitude toward customers at all times, ensuring customer satisfaction
    • Acknowledge, respond and resolve customer inquiries and tickets
    • Communicate with customers through various channels (phone, email, social media, chat and more)
    • Learn more about our products and services
    • Provide feedback on the efficiency of the customer service process
    • Analyze data and customer trends to help drive process improvement within the organizationQualifications
      • Positive, hands-on attitude with a desire to learn
      • Great listener, communicator, and a team player
      • Able to thrive in a fast-paced environment
      • Excellent analytical and problem-solving skills
      • Ability to work remote and at our warehouse - especially during Covid19
      • Ability to work weekends and evenings (Shifts are either 9 am to 5:30 pm or 10:30 am to 7:00 pm - and flexibility of working days are needed. Our greatest need right now is Fri, Sat, Sun, Mon, Tue)
      • Will to be on camera during At Home conference calls
      • Effective communication skills
      • Ability to stay calm when customers are stressed or upset
      • Experience working with customer support tools
      • Warehouse experience and online order management a plus
      • Gorgios / Shopify / Google Suite experience a plusPreferred Qualifications
        • Bachelor?s Degree / Associates Degree
        • Previous experience working with customer support for a major brand
        • Previous experience working in retail, as a floor team member
        • Previous experience working within an e-commerce environment
        • Previous experience working from homeAdditional Information
          • Healthcare Coverage (full time employees)
          • Paid Time Off (4 weeks/yr)
          • Retirement Plan Contribution
          • Commuter Benefit Options
          • Generous Employee Discount
          • Team outings to sport based events, happy hours and potlucks
          • A learning environment where you can dive deep and make an impactWe recruit sports lovers, we create projects together, and we bring the pleasure of sports all over the world - let?s build your career path together!Position Start Date: ASAPwww.decathlon.com

Keywords: DECATHLON, Oakland , Customer Service, Hospitality & Tourism , Oakland, California

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