Customer Service Associate

Teddy Baldassarre is seeking a Customer Service Associate to support our customers throughout their shopping and post-purchase experience. This role serves as a key point of contact for customer questions, order support, and after-sales service, focusing on delivering excellent service and helping customers with their needs.

Responsibilities:

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner
• Assist customers with product questions, order updates, and after-sales support
• Support the returns and exchanges process, including creating return labels, communicating return policies, and coordinating refunds with vendors
• Serve as a liaison between customers and vendors to facilitate watch repairs and service requests
• Utilize watch knowledge and product expertise to help customers choose the right products and understand proper usage and care
• Maintain a strong focus on customer satisfaction while representing the brand professionally
• Document and manage customer interactions using internal systems and follow up as needed

Requirements:

• 2-3 years of remote customer service experience or online retail sales
• Strong written and verbal communication skills
• Excellent attention to detail and ability to manage multiple tasks simultaneously
• Ability to make sound decisions that support customer satisfaction and brand standards
• Performance will be measured by customer satisfaction, timely responses and resolving customer issues
• Strong organizational and time management skills
• Proficiency in G-Suite and general computer systems
• High level of professionalism, integrity, and reliability
• Willingness to learn and grow within a fast-paced e-commerce environment
• Prior fine jewelry and/or watch experience preferred
• Experience with Hubspot, Helpdesk etc. ticketing systems a plus
• Remote candidates located in the Pacific time zone are preferred