Customer Experience Assistant - part-time - 12 month FTC

House of Hackney Ltd.; New York (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Vacation: 22 days + 8 holidays

Health, dental & vision insurance

401K with company match

HOH product discount 30%

Eco summits & protests

Job summary

House of Hackney Ltd. in New York’s design district is seeking a Customer Experience Assistant to deliver an outstanding journey for Retail and Trade customers. You will address inquiries via email, live chat, social media, WhatsApp and phone, on-site at our New York Showroom, upholding our regenerative values.

You’ll solve problems, support the Trade team, and help educate customers about our regenerative mission while staying calm under pressure and maintaining high service standards.

Qualifications

• Strong written and verbal communication skills.
• Experience handling customer inquiries across multiple channels (email, chat, social, phone).

Responsibilities

• Aim to provide an outcome with first-time response.
• Ensure customer follow-up within department SLAs.
• Increase reviews on the UK and US Google Profiles.
• Maintain CSAT score on Gorgias.
• Roll out Act of Kindness scheme.
• Complete company documents: GOALS - Performance Review - EOD - EOW.
• Create tags, macros and FAQs to improve the customer journey.
• Provide accurate, consistent and helpful information to the customer.
• Address inquiries with a resolution-focused approach, escalating to relevant departments when necessary.
• Process returns and refunds promptly, adhering to policy.
• Help customers with placing online orders, tracking deliveries, and addressing customs enquiries.
• Work with Sales teams to ensure seamless aftercare.
• Display a positive attitude and promote teamwork.
• Unparalleled product and service knowledge.
• Familiar with using Shopify
• 22 Days’ Vacation Allowance + 8 National Holidays (prorated based on 3-day week)
• Competitive medical, dental and vision insurance
• 401K with company match
• Opportunity to join important eco summits and protests
• 30% discount across HOH products

Skills

Shopify

Tools

Shopify

Job description

Reporting To: Customer Experience Manager

Based In: New York Showroom – New York Design Center, on-site

Our Purpose:

House of Hackney is a restoration project rooted in Nature, Craft, Community and Awe! Inspired by Nature’s living systems, we use creativity and business as catalysts to regenerate our common home.

We are deeply committed to shifting from being a B Corp sustainable business to a truly regenerative one, giving back more than we take. We are a work in progress and the successful candidate will have an innovative and proactive approach in everything they do to support this commitment and our wider mission.

The Role:

We are looking for a passionate Customer Experience Assistant to deliver an exceptional customer journey. This involves promptly addressing customer enquiries for both our Retail and Trade channels through touchpoints such as email, live chat, social media, WhatsApp, and telephone. Additionally, you will play a key role in informing our esteemed customers about the benefits of our regenerative mission.

The role encompasses being a proactive problem solver, finding solutions to issues for both the Customer Experience Team and Trade team, and confidently communicating them, while escalating when necessary.

Staying calm and focused under pressure is essential, particularly during challenging situations. Strong written and verbal communication skills are a must, as is a genuine commitment to our regenerative values and the ability to share these authentically with our customers. You'll also support our Trade team with any post-purchase issues their customers may have.

Key Responsibilities:

• Aim to provide an outcome with first-time response
• Ensure customer follow-up is completed within department SLAs
• Increase reviews on the UK and US Google Profiles
• Maintain CSAT score on Gorgias
• Roll out Act of Kindness scheme
• Complete company documents: GOALS - Performance Review - EOD - EOW
• Create tags, macros and FAQs to improve the customer journey
• Provide accurate, consistent and helpful information to the customer
• Address enquiries with a resolution-focused approach, escalating to relevant departments when necessary
• Process returns and refunds promptly, ensuring adherence to company policy
• Help customers with placing online orders, tracking deliveries, and addressing customs enquiries
• Work closely with the Sales teams to ensure a seamless aftercare experience that reflects our high service standards
• Display a positive attitude and promote teamwork by helping internal colleagues as and when necessary
• Unparalleled product and service knowledge
• Familiar with using Shopify
• 22 Days’ Vacation Allowance + 8 National Holidays (prorated based on 3-day week)
• Competitive medical, dental and vision insurance
• 401K with company match
• Opportunity to join important eco summits and protests
• 30% discount across HOH products

Our House is a home for everyone. As a culture led business, we aim to be an inspiring and meaningful place for people to work, and as an equal opportunities employer, we foster an environment in which everyone can learn, grow and be heard - regardless of age or seniority. We strive for and believe in a fully inclusive, diverse, supportive and accepting workplace. We care about people’s physical, emotional and mental wellbeing. Our Housemates are open-minded people from a range of backgrounds and lived experiences who share our values and culture.

Unfortunately, we are not able to offer a visa sponsorship or remote working.