COMPANY DESCRIPTION

ECARPETGALLERY is North America’s leading online retailer of luxury rugs and carpets. Celebrating over 20 years in business, we source and curate oriental handmade rugs as well as offer designer machine-made collections. We operate in a very lean model and are obsessed with optimizing processes as we aim for efficiency. ECARPETGALLERY is all about new ideas and thinking outside the box all the while being laser focused on our outcomes and objectives. Our strength in the eCommerce industry comes in our diversity of team members and their skillsets. We are always looking for talented, adaptable, energetic and passionate individuals who enjoy working in a fast-paced environment.

JOB SUMMARY

ECARPETGALLERY is currently seeking a Customer Care Specialist for our eCommerce team. Our customers contact us by telephone, email, chat and social media. As their first point of contact, you’ll find solutions and handle their inquiries relating to delivery, return, payments and much more. You will also be leading the development and foundation of our customer success best practices and establishing necessary policies and procedures.

QUALIFICATIONS

• 2-5 years of work experience including 2 years of interactive customer service experience building rapport and delivering robust solutions to customers (phone and chat support experience a plus)
• Strong communication at all times, you find the right words in every situation and deliver them in a positive manner.
• Perfectly bilingual, orally and writing.
• Mastery of the Office Suite tools and proficiency with ERP systems.
• You are comfortable with technology and can easily adapt to learning new software.

• Define and solve our US, Canada & European customers queries in a timely, friendly manner.
• Learn the ins and outs of hand-knotted rugs to help handle any questions or concerns.
• Deliver smart decisions while paying attention to details and following processes.
• Work proactively with online tools to deliver high customer satisfaction.
• Provide technical support by coordinating with the dev team.