Customer Service Lead - On Site

Meet REVOLVE:REVOLVE is the next-generation fashion retailer for Millennial and Generation Z consumers. As a trusted, premium lifestyle brand, and a go-to online source for discovery and inspiration, we deliver an engaging customer experience from a vast yet curated offering totaling over 49,000 apparel, footwear, accessories and beauty styles. Our dynamic platform connects a deeply engaged community of millions of consumers, thousands of global fashion influencers, and more than 500 emerging, established and owned brands. Through 16 years of continued investment in technology, data analytics, and innovative marketing and merchandising strategies, we have built a powerful platform and brand that we believe is connecting with the next generation of consumers and is redefining fashion retail for the 21st century. For more information please visit www.revolve.com. At REVOLVE the most successful team members have a thirst and the creativity to make this the top e-commerce brand in the world. With a team of 1,000+ based out of Cerritos, California we are a dynamic bunch that are motivated by getting the company to the next level. It’s our goal to hire high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. In return, we promise to keep REVOLVE a company where inspired people will always thrive.BE PART OF OUR PIONEER TEAM!At REVOLVE our customers are our number one priority! We roll up our sleeves to pitch in and go the extra mile to get the job done. Each day is a little different and this is what keeps us on our toes and excited to come to work every day. To take a behind the scenes look at the REVOLVE “corporate” lifestyle check out our Instagram or #lifeatrevolve. Are you ready to set the standard for Premium apparel? The Role - On-Site Customer Service Team Lead:REVOLVE is looking to expand our team and has an exciting opportunity for a candidate who works well in a dynamic environment. You will be required to work with a team in the office/on-site which is located in Lipa City, Batangas. You will be required to pass assessments ensuring professional-level written and spoken English. Please check your SPAM folder for the assessments sent. Applicants must have a minimum of 2 years experience as a Customer Service Team Lead. Applicants must meet all required eligibility requirements to move forward to the next step. Main purpose of the position: Assist Managers in training and developing customer service representatives. Answering inbound escalated calls, chats, and emails with professionalism and excellent support. Other duties may be added as needed. Essential Duties and Responsibilities include the following. Other duties may be assigned. Train and develop a team of customer service representatives. Review email, chat, and phone call communications ensuring that company policies and ideals are upheld. Handle escalated customer calls, emails, and chats as needed. Respond to customer questions and comments via phone, email, and live chat with speed and professionalism. Answer inbound telephone calls and providing excellent customer support. Responsible for researching and resolving complaints to ensure customer retention and satisfaction. Follow up on all written correspondence and escalate to customer service manager on duty as necessary. Coordinate and follow up with other departments to ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction. Able to navigate proficiently through multiple systems. Keep current and train customer service representatives with all new policy and procedures. To perform the job successfully, an individual should demonstrate the following competencies: Ability to work in a team environment

• Ability to give and receive honest and direct feedback
• Strong customer orientation with desire and willingness to help
• Excellent verbal and written English fluency
• Ability to work in the intensity of a high-volume inbound call center and capability of upholding the highest quality standards for individual output
• Knowledge of apparel construction and fabrication and various fashion categories
• Ability to work required overtime when business needs warrant

Preferred qualifications (years of experience, education level, technical skills, software, etc): Some College4+ years in customer service, help desk or call center experience in a retail environment2+ years of team leadership experience

• Type 60+ words per minute
• Working knowledge of website navigation

Experience with Microsoft Word and Excel

Schedule flexibility as shifts can change based on the needs of our customers