At MADE THE EDIT we curate the best shoe and accessory brands from around the world. Having focused on initially showcasing our own collection as well as incredible designers such as Italian brand Alberto Zago and Danish brand Emma Go, the future of MTE is us and therefore the focus moving forward would be expanding our own collection with each new collection. We focus on classic silhouettes with a little bit of a twist. If it’s that little bit different and beautifully made then it’s MADE THE EDIT.
As the first point of contact for customers, your role…
What you'll focus on:
The bulk of your role will be spent in the shop focusing on driving sales as well as communicating feedback to the Owner
Follow the Mejuri Customer Happiness guidelines for appropriate tone, language and overall service standards
Stay up to date on all customer-facing initiatives (events, promotions, website changes, etc.) and ensure the latest and accurate information is communicated
Participate in brainstorms to constantly elevate the customer experience
Challenge the status quo and constantly be striving to provide an exceptional experience to all customers you interact with
Goals and Metrics
We’re incredible data-driven and each team member is responsible for their own set of metrics. You will meet with your manager regularly to review and ensure they are met.
We have company-set SLA’s (or response times) per support channel that act as a promise to our customers and must be met or exceeded
Meet and constantly strive to exceed perfect CSAT scores
You’ll start each day knowing exactly what your hourly and daily goals are depending on channel volume. It’ll be your responsibility to meet these goals. We love a little friendly competition so you’ll always know how you’re pacing on an hourly, daily and weekly basis. Exceeding targets are great as long as level of service and satisfaction are not being compromised
Be the voice of the customer; speak up and share thoughts and ideas on how we can increase efficiency operationally, help develop feedback loops between the customer and departments within Mejuri.
Why we're excited to meet you
You have a genuine passion for exceptional, elevated service and are eager to bring your experience to the Mejuri customer. You have 3+ years of customer service experience (preferably in an online capacity)
You have a proven ability to multitask and work well under pressure while still meeting deadlines
Your friendly, approachable and empathetic personality makes it easy to love you!
You believe in the power of constant learning and genuinely want to grow your knowledge in a customer service role
You are open to and appreciate feedback and recognize with growth comes change and improvement
You think on your feet and have strong problem solving skills. This doesn’t mean you always have the answers; you’re comfortable asking questions but will always pair it with a suggested solution that will satisfy both today and tomorrow’s problem
Proper punctuation, paragraph format, fonts and hyperlinking are your thing. In other words, you have a stellar eye for the finer details (and understand the fine line between just enough vs too many emojis)
You’ve got a positive, “I've got this” attitude. This doesn’t mean you overwhelm yourself; you know when to ask for help but will always go that extra mile, with a smile
You don’t need to be micromanaged; you know your responsibilities and take the initiative to accomplish them
You’re self-motivated and goal-oriented
You have a genuine passion for Mejuri; who we are and what we stand for. (Bonus points if you’ve shopped with us before and have first hand experience as a customer!)
Mejuri is an Equal Opportunity Employer.
Mejuri welcomes and encourages applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process.