Customer Service Expert for St. Frock

As a key member of the Customer Service team, I acted as the brand’s primary point of contact, delivering exceptional, tailored service to ensure every customer felt valued and heard. My role involved engaging with customers across multiple platforms, ensuring a seamless and positive experience before, during, and after their purchase.

Provided premium customer service through phone, email, social media, and live chat, addressing inquiries, concerns, and needs in a professional and friendly manner.

Delivered accurate and timely information on product details, pricing, sizing, order tracking, and more, ensuring a smooth and informed shopping experience.

Collected and communicated customer feedback, trends, and analytics to assist in business decision-making and improve overall customer satisfaction.

Offered personalized style advice and product recommendations, while effectively upselling and cross-selling to meet customer needs.

Consistently met and exceeded individual KPIs and team targets, contributing to the overall success of the customer service department.

Collaborated with the Customer Experience Manager to enhance service strategies and address any areas of improvement.

Coordinated with the Warehouse and other departments to resolve customer issues and ensure prompt order fulfillment.

Managed return and refund processes with efficiency and empathy, ensuring customer satisfaction in resolution.