About the Role
The Digital Customer Experience Specialist is responsible for providing exceptional customer service and support to online customers and ensures products are accurately and compellingly represented across digital sales channels. They serve as the primary point of contact for inquiries, order assistance, and issue resolution related to all e-commerce transactions. The ideal applicant needs to have an extremely strong work ethic. This role is excellent for someone with a customer-centric, solution-oriented mindset.A Day in the Life
- Resolves daily customer inquiries regarding order status, product information, shipping details, returns, and other e-commerce related matters by providing timely and accurate responses, ensuring a high level of customer satisfaction.
- Monitors customer orders, answer requests or complaints and bring the most appropriate answer/solution according to EWC’s service guidelines.
- Uses customer service competencies to actively listen, effectively communicate, show empathy, and work efficiently to solve customer issues.
- Follows standard operating procedures and is empowered to use sound business judgement to determine when exceptions need to be made.
- Supports execution of key moments on-site related to product, content, and promotional launches.
- Fulfills product orders from internal and external partners.
- Respond to guest product reviews; compile and share Voice of Guest reporting.
- Communicates promotional updates to fulfillment partners and ensures preparedness for promotional events.
- Assists in the creation of product PDPs, PLPs, and collection pages.
- Work closely with the Merchandising Team and external agency partners to ensure all product details are accurately represented across digital channels (E-comm, Amazon, etc.).
What Sets You Apart
- Ability to emotionally connect with customers to increase brand loyalty and sales.
- Strong technical skills in quickly learning and navigating software applications.
- Proficient using Windows, Microsoft Office Suite, and email/Outlook.
- Excellent communication in verbal and written form.
- Highly self-motivated, organized, and a team player.
- Ability to work independently, take direction, and prioritize accordingly.
- Ability to work cross-functionally in a fast-paced environment.
- Respond quickly to change with a positive attitude and a willingness to learn new ways to work and achieve goals.
Education and Experience
- Bachelor’s Degree in business or other related fields
- 2-4 years of customer service experience or previous exposure to a call center environment.
- Experience working in e-commerce customer service is preferred.
- Experience on Shopify platform.
- Experience with beauty brands is preferred.
*This job is not eligible for US visa sponsorship*
European Wax Center is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.This job description is a general description of essential job functions. It is not intended to describe all duties someone in this position may perform. All employees of EWC and operating subsidiaries are expected to perform tasks as assigned by supervisory/management personnel, regardless of job title or routine job duties.
