Customer Care Associate

For nearly 100 years, Matouk has handcrafted luxury linens from the world’s finest materials. While we honor this heritage, we embrace the changes required to maintain our leadership in the future, believing that creative thinking and innovation will guide us to a future of success and growth. Our factory in Fall River, MA is home to a tight-knit family of artists, craftspeople and business professionals who are uniquely attuned to the needs of American consumers, earning the loyalty of generations of customers.

Customer Care Associate is responsible for ensuring a superior customer experience by managing and interacting with Sales Associates, retail customers, and consumers through chat, email and phone call. He/She is responsible for organizing and responding to customer inquiries and requests, and collaborating with cross-functional teams such as fulfillment, production and finance. The Customer Care Associate strives to build a positive relationship with customers and always ensures inquiries, projects and tasks move forward in the most effective and efficient way possible, while following the “Beliefs in Action” statement of Matouk’s guiding principles.

Main Duties & Responsibilities:

• Provide superior service to customers and Sales Associates which is reflective of the Matouk brand and principles of the organization.
• Achieve High Customer Satisfaction Rating via accurate, professional, and expedient response to customer requests and appropriate resolution of issues, concerns, and/or complaints.
• Strive to provide first-call resolution by handling and resolving customer inquiries and complaints in a prompt, professional and courteous manner.
• Direct requests and unresolved issues to the appropriate resource, and follow up to ensure satisfactory resolution for the customer.
• Record details of inquiries, comments and complaints, and follow up as appropriate.
• Maintain collaborative relationships with cross-functional departments.
• Maintain knowledge of product lines, prices, delivery times, the company, the brand, systems, and sales channel requirements.
• Other duties as assigned.

Qualification Requirements:

• 2-5 years experience working in a customer service role.
• Must possess creative problem solving skills.
• Ability to take initiative to find a lasting proactive solution to common trends.
• Strong knowledge of customer service principles and practices.
• Strong oral and written communication skills are a must.
• Outstanding organizational skills..
• Excellent interpersonal skills, with the ability to interact with all levels of employees.
• Ability to multitask in a fast-paced environment, handling both Phone Calls and Cases (emails), and Chats simultaneously.
• Knowledge of relevant computer applications

Must Have Competencies:

• Reaching & maintaining compliance to phone schedule while focusing on quality and research necessary to perform the job.
• Maintaining thorough working knowledge of products, processes, procedures, and systems.
• Working through competing priorities between internal departments while attempting to achieve customer requests.