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Concierge Specialist

1stdibs is the world’s largest online luxury marketplace for one-of-a-kind products. It has become the go-to source for the world's leading interior designers and consumers to find antiques, vintage furniture, jewelry, vintage fashion and fine art.

Backed by Benchmark Capital, Insight Venture Partners, Index Ventures, Spark Capital and Alibaba, 1stdibs is a unique blend of expert curators and seasoned Internet executives from companies including eBay, Gilt, Google, FreshDirect, Mlb.com, Shutterfly, and Twitter.

 

Designers and architects are extremely valuable members in the 1stdibs Marketplace and comprise the fastest growing customer segment - Trade. The Customer Experience team of Trade is responsible for helping source the best products and ensuring a seamless end-to-end experience. The Trade Concierge Specialist ensures all details of an order are executed with the highest level of customer service. We are looking for a highly motivated, organized and resourceful individual to join the Trade team in this role.

What you’ll do

  • Provide excellent customer and technical support via phone, email, and live chat
  • Proactively resolve customer issues using critical-thinking and customer service skills
  • Must have the ability to work during weekends and/or holidays, based on shift assignment
  • Communicate procedures, policies and effectively manage customer expectations
  • Maintain a calm and positive demeanor with all clients, colleagues, internal and external contacts
  • Educate clients on how to navigate and utilize the platform
  • Multitask and utilize multiple systems concurrently to efficiently gather customer and order information and respond to inquiries
  • Collaborate with internal departments including sales, logistics, finance, and account management to ensure a smooth, seamless luxury experience

What you'll bring

  • 1 - 2 years of experience in a fast-paced customer service or e-commerce environment
  • Problem-solving skills with attention to detail and the ability to identify and anticipate customer issues by asking the buyer with probing questions
  • Outstanding communication skills, both verbal and written with the ability to convey information in a clear and concise manner
  • Solution based mindset with resourceful/creative problem-solving skills
  • Strong time management and the ability to prioritize
  • Collaborative team player who is always thinking about the department/company goals and always willing to step up and help out
  • Patient and thick-skinned and able to handle escalated clients in a calm manner and diffuse challenging situations
  • Innovative; constantly seeking ways to gain/build relationships and improve processes
  • Solid computer skills, Salesforce knowledge is a huge plus