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Ecommerce Customer Service Lead

Irvine, CA

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Description **MEMBERS ONLY**SIGN UP NOW***. was founded on Australia's Gold Coast in 1973 bysurfer and surfboard shaper Gordon Merchant and his then partner, Rena. Thoseearly days were rather inauspicious, with the pair designing boardshorts athome, cutting them out on the kitchen table and then carting the finishedproduct around to the local surf shop to sell. From these humble beginnings, **MEMBERS ONLY**SIGN UP NOW***. was born. The **MEMBERS ONLY**SIGN UP NOW***. Group is now one of the largest boardsport andlifestyle brands in the world. We have an impressive team of unique brandsincluding **MEMBERS ONLY**SIGN UP NOW***., RVCA, Element, Von Zipper, Honolua and Xcel and retailbanners including Quiet Flight, Becker Surf and Beachworks. The Ecommerce Customer Service Lead is responsible forsupportingu00a0online customers through phone, email and live chat. We areseeking a calm, professional person with sound judgement to help oversee and provide support to ourcall center team. Primary Responsibilities Include: Support online customers and Amazon customers for all of North America Daily email, phone and live chat processing Assist with warranty concerns Provide team prioritization in a call center environment Handle escalated concerns Emergency bug tracking Support team as an additional authority when supervisor is unavailable Helping team meet KPI's by contributing to operations as well as distributing and prioritizing daily workloads Requirements: Fluent French Bilingual (written and spoken proficiency u2013 ILR Level 3 or higher) is an advantage 3 - 5 yearsu2019 experience in a customer service or call center environment High level understanding on how to provide world-class service Must be customer focused, showing empathy and care Strong problem-solving ability Ability to exercise discretion and independent judgment Must be proficient with Microsoft Word, Excel, Outlook Strong communication skills, including verbal and written communication, grammar and punctuation Zendesk experience a plus

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