Senior Customer Support Specialist - Retail Operations

As a Senior Customer Support Specialist at TVP NYC, your primary responsibilities will include providing professional, empathetic customer service across several retail brands, addressing inquiries related to orders, returns, and shipping efficiently. You'll also manage operational tasks within Shopify and our proprietary Warehouse Management System, ensuring customer satisfaction and seamless communication with fulfillment teams.

To be successful as a Senior Customer Support Specialist at TVP NYC, candidates should have at least 3 years of experience in customer service, particularly in eCommerce or retail. Proficiency in managing Shopify and customer service platforms, along with strong communication skills, is essential. Attention to detail and problem-solving abilities are also key for managing multiple brands and workflows.

The Senior Customer Support Specialist role at TVP NYC is unique as it encompasses both customer support and operational responsibilities across diverse brands. You'll be representing multiple retail identities, each with its policies and customer expectations, requiring you to smoothly switch between different brand voices while maintaining high levels of customer service.

In your role as a Senior Customer Support Specialist at TVP NYC, you will utilize Shopify for order management, our proprietary Warehouse Management System for operational tasks, and various customer service platforms for tracking inquiries. Familiarity with Google Workspace and Microsoft Office, particularly Excel, will also be crucial for maintaining accurate records and communication.

At TVP NYC, career growth opportunities for a Senior Customer Support Specialist are plentiful. You'll have access to professional development resources and the chance to contribute to process improvements within the team. As you gain experience and showcase your skills, there may be potential for promotions within customer support management or other operational leadership roles.

Certainly! When answering this question, focus on specific examples from your previous roles that highlight your understanding of the eCommerce landscape. Mention your familiarity with managing inquiries and processes directly related to online retail, emphasizing your problem-solving skills and adaptability in various scenarios.

In these situations, it's important to stay calm and professional. Start by listening to the customer's concerns without interrupting, then express empathy towards their experience. Outline the steps you plan to take for resolution, ensuring the customer feels heard and valued. Demonstrating your problem-solving skills and commitment to excellent service can turn a negative interaction into a positive one.

To effectively manage multiple brand voices, I prioritize understanding each brand's unique customer service guidelines, tone, and values. I take notes and create quick-reference materials to ensure my communications remain aligned with brand identities. Demonstrating flexibility and strong communication skills will be crucial in providing personalized customer support across various brands.

Accuracy is essential in processing orders and refunds. I double-check details against client records before finalizing any transactions. Implementing checklists for each task helps me minimize errors and ensures that all necessary information is accounted for, enhancing the customer experience.

I've worked with several customer service ticketing systems, allowing me to handle inquiries efficiently. When discussing this, mention specific platforms you've used and how they helped streamline customer interactions. Highlight your ability to adapt quickly to new software, showcasing your tech-savviness.

Share a specific example where you analyzed customer feedback and noticed a pattern. Discuss how you presented your findings to management and contributed to developing a solution or process change that ultimately improved customer satisfaction or service efficiency.

I utilize a systematic approach to prioritize tasks based on urgency and customer impact. A great strategy is to categorize inquiries, addressing time-sensitive issues first while ensuring I maintain communication with all customers on progress. Emphasizing your organizational skills and effectiveness under pressure can demonstrate your suitability for the role.

Discuss your hands-on experience with Shopify and any warehouse management systems (WMS) relevant to your background. Explain how you've navigated these platforms to fulfill customer requests, highlighting specific tasks such as processing orders, managing inventory, and resolving fulfillment inquiries.

In this role, technical proficiency combined with strong communication skills is vital. I believe empathy, patience, and analytical abilities are equally important as they allow you to identify customer needs and offer effective solutions. Emphasizing your blend of soft and hard skills will make you a standout candidate.

Express your enthusiasm for TVP NYC's mission and values, emphasizing your interest in eCommerce solutions and customer service excellence. Discuss how your personal goals align with the company's objectives, demonstrating your eagerness to contribute to their success while growing professionally within the organization.