Customer Experience Associate – In-Store & Trade

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

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.