CUSTOMER ONLINE SUPPORT - Lovisa

POSITION PURPOSE AND EXPECTATION:

You are a wonderful communicator. You can put people at ease because you are naturally patient and attentive. You can easily

phrase a conversation positively at all times. You are calm, goal-oriented and can handle surprises.

You have excellent product knowledge. You instantly recognise the 10+1 Culture Commitments as being part of your love for

Lovisa.

ROLE OVERVIEW:

• Every piece of feedback is important to our website offer, be it in the service delivery of getting an item to our customer

on time, or directing an international or regional customer purposefully to their nearest Lovisa store.

• The customer experience support role is to capture, report and resolve the feedback from our Customers in regard to

their experience using Lovisa.com.

• Management of customer emails with daily priorities of correct response, follow-up and resolution is key to this role.

Keeping them on script and knowing when to escalate for 100% satisfaction is your priority.

• Assisting with the language and descriptions and promises of the online product detail is key to delivering our customer

what they want; providing our Content team with the key words to use or avoid.

• Problem solving for customers may arise from time-to-time, you will continuously develop your understanding of our

customer and will continuously improve on output to enhance the customer experience.

• You are the gatekeeper and editor of the Lovisa Store Locator service; keeping the world up to date with our available

stores around the globe.

• This role offers a great opportunity to acquire a broad knowledge of dotcom procedures within a hands-on and productive

environment.

• You will be an excellent multitasker with the ability to speak the Lovisa lingo during live chat sessions with our customers

globally.

ROLE OBJECTIVE:

• Manage the customer service responses for Lovisa.com, live chat, inbound phone calls and social media.

• Engage our team and customers purposefully to achieve 100% service resolution within 24 hours

• Reply back to customers in a timely manner in line with the departments KPIs

• Manage adhoc duties as directed by the CX Manager and Coordinator

• Liaise with internal stakeholders such as the marketing, digital, trade and retail teams

• Solve customer issues, complaints and feedback in an efficient way while adhering to our policies

REQUIREMENTS OF THE ROLE:

• Respond to daily feedback from customers (both internal and external) with pro-active and decisive communication that

result in positive outcomes for all parties

• Target an ongoing KPI of service resolution at 100%, high customer satisfaction rates and full complaint resolutions

• Assist in the definition of item descriptions and display to create the best possible content for our customers and stores

•

PRIVATE AND CONFIDENTIAL

• A desire to exceed our customers' expectations with exceptional product detail, assistance and recommendations; you

are “Ambassador Lovisa.com”

• Communicate effectively through our customer omni-channels

• Assist in managing order fulfilment by following up with customers, logistics and management.

ATTRIBUTES REQUIRED:

• Excellent communicator in verbal and writing skills

• Ability to deliver on schedule, working calmly and efficiently under pressure

• Desire to develop the Lovisa communication to an audience beyond the website with your increasing knowledge and

insight into our customer's habits and reactions

• Knowledge of Futura is desirable)

• Knowledge of Zendesk or similar customer ticketing/service systems

• Knowledge of Shopify+ is desirable

• Willingness and ability to learn new software programs quickly, on the job

• Strong analysis and problem-solving skills

• An understanding of customer service ethos, online shopping experiences and general e-commerce practices

• Ability to manage and prioritise your own time and workload

• Ability to record information accurately and produce accurate & timely reports

• Team player

• Highly accountable

• Ability to take direction and work with minimal supervision

• Respect for procedures and business requirements

YOUR CAREER PATH:

This role will have many touchpoints within the online team. Depending on your success, skill set and desire, the customer

experience support team member will have exposure to service delivery management, fulfilment management, content

management and customer engagement (EDM) coordination.

Core Lovisa Competencies:

• Please Refer to Culture Commitments

Dress Code:

In presenting an image that reflects our brands professionalism, the Support Team will present as follows:

• Professional smart casual; business appropriate. Always dress up, don't dress down

• Please refer to Style Guide

I accept the responsibilities and duties of the CUSTOMER ONLINE SUPPORT and I understand that failure to maintain these

may lead to my dismissal.