Client Care Operations Specialist

Position Summary

The Client Care Operations Specialist will be a detail-oriented and tech-savvy member of the Order Management team at The Webster. In this role, you will be the first point of contact for our valued customers, assisting them with product and policy inquiries and order-related issues while ensuring their overall experience is seamless and consistent with our luxury brand standards. A successful Client Care Operations Specialist will thrive in a fast-paced environment, multitask efficiently, and maintain accuracy in all customer interactions.

Essential Duties & Responsibilities

• Provide prompt, elevated responses to customer inquiries via phone, email, and chat, delivering a luxury experience that aligns with The Webster’s brand values.
• Assist customers throughout their order journey—from product selection to payment and shipping—ensuring every step is executed with precision and attention to detail.
• Offer real-time support to customers and internal team members, addressing questions and concerns to maintain workflow efficiency and uphold service standards and policies.
• Identify and resolve customer issues promptly, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
• Master various systems and digital tools to efficiently manage customer interactions and streamline processes, enhancing overall productivity.
• Ensure accurate input and updates of customer information and order details into our database, maintaining data integrity and confidentiality.
• Collaborate with other departments to ensure seamless communication and service delivery, fostering a supportive and team-oriented environment.
• Manage multiple customer inquiries and administrative tasks simultaneously, prioritizing effectively to meet deadlines and maintain high service standards.
• Participate in ongoing training to enhance product knowledge, customer service skills, and proficiency in our systems and platforms.

Qualifications

• Experience in customer care or client-facing roles is required.
• Previous experience in retail, or luxury fashion is a plus.
• Strong verbal and written communication skills
• Excellent problem-solving abilities and a proactive approach to customer service challenges
• Self-motivated, detail-oriented, and organized with a strong sense of urgency
• Acute attention to detail, maintaining high standards in every task
• Ability to efficiently multitask and manage time in a fast-paced environment
• Ability to manage continuous daily workflow to ensure timely processing of orders
• Strong technical proficiency and ability to navigate across multiple platforms and tools
• Proficiency in Microsoft Office applications and Internet-savvy; familiarity with Intercom, Zendesk, NetSuite, and Magento is a plus

Additional responsibilities may be assigned at the discretion of leadership