AKIRA Contact Center Specialist

AKIRA opened its first women's clothing boutique in Chicago in 2002. Since then, the company has extended its reach to 30+ stores, as well as a thriving ecommerce business. AKIRA is extremely well-poised for sustained growth as we continue to build a nationally recognized brand. AKIRA’s culture has a distinct difference from other fast-fashion competitors, the core principle for all employees is to Act and Think Like an Owner​, and this belief is reflected across all areas of the company. 

We are looking for a true self-starter that is organized, friendly, and has a passion for elevating customer experience. We are looking for individuals who thrive outside of a typical Monday through Friday schedule. 

Shift:

Thursday-Monday 8:00am-4:00pm

There will be a two week onboarding period Monday - Friday, 8:30AM - 5:00PM. 

This role will be responsible for handling inbound and outbound customer inquiries, email, and chat channels, while ensuring the completion of all responsibilities within our service level agreements. This team member will be a great problem solver with the ability to pinpoint areas of inefficiency and provide continuous improvements. This role will focus on offering assistance to our customers, and maintaining and building upon our reputation for best in industry customer service. If you pride yourself on excellence and want to be a part of a like-minded team, this may be the position for you! Oh, and we have a lot of fun!

Role Responsibilities:

• Serve as the voice of AKIRA in delivering an excellent customer experience via chat, email, and phone.
• Provide timely and thorough resolution to customer inquiries. These may include, but not limited to, product details, order status, shipping information, or other troubleshooting as needed from both online and in-store interactions.
• Must be able to run concurrent channels (phone, chat, email) simultaneously.
• Handle payment processing and inquiries.
• Navigate through various systems to resolve issues.
• Keep detailed records of customer interactions and transactions by efficiently and accurately recording inquiries, comments, and the occasional complaints.
• Monitoring actions taken and escalating them to the appropriate individual(s).
• Customer correspondence regarding claim investigation results and any planned adjustments.
• Ability to gauge tone and display empathy to ensure a positive customer experience.
• Ensure appropriate changes have been made to resolve customer issues.
• Meet daily individual and team goals by managing time and meeting expectations for productivity.
• Acts upon feedback provided by leadership for maintaining or improving performance.
• Achieves high measured customer satisfaction both internally and externally.
• Participates in staff training and skill development.
• Champion other responsibilities as assigned.

Preferred Qualifications:

• An Associates or Bachelors degree
• Bilingual English/Spanish
• Familiar Zendesk Suite

Minimum Qualifications:

• 2 years of relevant experience in a customer facing role; preferably ecommerce.
• You must be highly motivated and driven to succeed.
• Action and goal oriented, as well as KPI driven.
• Excellent written, oral, and communication skills as well as excellent presentation abilities.
• Proficient in Google Suite and/or Microsoft Office Suite.
• Must have very strong organization skills with attention to detail.
• Ability to work as a team member, as well as independently.
• You thrive in a fast-paced work environment and embrace solving complex challenges.
• You are a collaborative and hard-working problem solver, who leads by example.
• Bring an outgoing and approachable personality to the job daily.

Benefits and Perks:

AKIRA offers competitive benefits for full time employees, including Medical, Dental, Vision, Life, LTD, FSA/HSA, 401(k), and employee discount. We are committed to encouraging internal development and providing significant career enrichment opportunities. Most importantly, what has propelled AKIRA’s growth and success over the years has been the dynamic culture within the company - if you’re filled with passion, have a strong desire to get things done, and if you want to go to a place where you know your work matters and where you can implement your ideas and decisions, then AKIRA just might be the place for you.