Customer Experience Digital Associate

Sézane; New York (NY); On-site; USD 50,000 - 56,000; Full time

Benefits offered by this job

Hourly rate $24.04

Annual bonus $3,000

Benefits package

Job summary

Sézane is seeking a customer service professional to join our team in New York’s Soho. This full-time role delivers luxury-level service across email, chat, and social channels, helping clients with product recommendations, sizing, and orders while upholding the Sézane brand voice.

Fluency in English is required and French is preferred. The role includes weekends, a 40-hour workweek, and a competitive benefits package.

Qualifications

• Fluency in English is required; proficiency in French is preferred.
• Minimum of 1 year of experience in a customer service, client relations, or similar role, preferably within retail, fashion, or hospitality.
• Experience delivering exceptional service in a client-facing and/or digital customer service environment.
• Familiarity with customer service platforms such as Zendesk, Sprinklr AI, or comparable CRM systems.
• Excellent organizational and time management skills, with the ability to prioritize effectively in a fast-paced environment.
• Resourceful and proactive, able to navigate knowledge bases and internal resources to find accurate information and solutions.
• Adaptable and able to embrace change in a dynamic environment.
• Strong initiative and a solution-oriented mindset.
• Outstanding interpersonal and written communication skills.

Responsibilities

• Respond efficiently to client inquiries across email, chat, and social media channels.
• Master Sézane procedures and policies and apply them daily while delivering personalized, luxury-level service.
• Assist clients with product recommendations, sizing, styling, order management, returns, and exchanges.
• Achieve daily, weekly, and monthly KPIs while maintaining high-quality customer interactions and working weekends and peak periods.
• Maintain open communication with management, share customer insights, and elevate complex issues when needed.
• Uphold and share Sézane's brand voice and DNA across all customer interactions.

Skills

Fluent English

French language (preferred)

Tools

Zendesk

Sprinklr AI

Job description

“I've had the joy of building Sézane alongside you - the first French fashion brand born online, rooted in quality, creativity, and intention. To tell the story of Sézane is to retrace more than 20 years of defining adventures and bold decisions: choosing to do things differently, choosing people, choosing to act, and above all, choosing to trust in one's convictions - even when that means rethinking what we thought we knew. Sézane is more than a fashion brand. It's a story of life - mine, yours, and all those who shape it every day.” Morgane Sézalory, Founder & CEO

To continue to co-construct the next chapter and beyond, we are looking for creative, organized and agile talents, who share our passion to perpetually improve all that can be.

Care to imagine what comes next with us? We can't wait to hear from you!

We are seeking the talents of new members (M/F) to join our Customer Service Team and contribute to the next chapter of Sézane's journey in the United States. This position is based in Soho (New York City).

Ideally, candidates will be fluent in both English and French.

If you are passionate about customer service, thrive in a dynamic, fast-paced environment, are a self-starter, and are eager to learn more about Sézane, we would love to hear from you.

Responsibilities

• Respond efficiently to client inquiries across email, chat, and social media channels
• Master Sézane procedures and policies and apply them daily while delivering personalized, luxury-level service
• Assist clients with product recommendations, sizing, styling, order management, returns, and exchanges
• Achieve daily, weekly, and monthly KPIs while maintaining high-quality customer interactions and flexibility to work weekends and peak business periods
• Maintain open communication with management, share customer insights, and elevate complex issues when needed
• Uphold and share Sézane's brand voice and DNA across all customer interactions

This is a full-time permanent position. Working hours include weekends, 40 hours a week.

Requirements

• Fluency in English is required; proficiency in French is preferred. Excellent verbal and written communication skills in English are essential.
• Minimum of 1 year of experience in a customer service, client relations, or similar role, preferably within retail, fashion, or hospitality.
• Experience delivering exceptional service in a client-facing and/or digital customer service environment.
• Familiarity with customer service platforms such as Zendesk, Sprinklr AI, or comparable CRM systems.
• Excellent organizational and time management skills, with the ability to prioritize effectively in a fast-paced environment.
• Resourceful and proactive, with the ability to independently navigate available tools, knowledge bases, and internal resources to quickly identify accurate information and solutions.
• Adaptable and comfortable working in a dynamic environment, with the ability to embrace change, learn quickly, and adjust priorities as business needs evolve.
• Strong sense of initiative and a solution-oriented mindset.
• Outstanding interpersonal and communication skills, with a collaborative and team-oriented approach.
• Exceptional written communication skills, meticulous attention to detail, and a commitment to maintaining the highest standards of quality and professionalism.

Benefits

The hourly rate is $24.04 with a yearly bonus of $3,000. Plus a competitive benefits package.

Sézane recruits and values all talents, whatever your gender, age, nationality, culture, religious beliefs or sexual orientation.

If this role and Sézane speaks to you, apply now!