Customer Success Specialist- Ecommerce

Objective : The Ecommerce Customer Success Specialist supports Joseph Ribkoff’s customers by providing courteous, professional assistance via phone, chat, and email. Acting as a key touchpoint for English and French speaking customers, this role ensures seamless order management, resolves inquiries efficiently, and delivers a consistent, world-class customer experience. The objective is to maintain high operational efficiency in a fast-paced ecommerce environment while identifying opportunities to enhance customer satisfaction and foster long-term loyalty.   Responsible for : Respond promptly to customer inquiries across phone, chat, and email in English and French Support customers with orders, returns, exchanges, shipping, payments, and product information Provide guidance on sizing, fit, styling, and product availability Resolve issues professionally while maintaining the Joseph Ribkoff brand tone Document interactions accurately and update customer accounts in the service platform Identify opportunities to improve customer experience or suggest additional products Escalate complex or sensitive issues to the appropriate internal teams Collaborate with marketing, operations, and logistics teams to ensure timely and accurate order fulfillment Maintain a thorough understanding of brand collections, promotions, and policies   Required QualificationS: 2+ years of customer service experience, ideally in ecommerce, fashion, or retail Fluency in English and French (spoken and written) Experience supporting customers across phone, chat, and email Strong written communication skills with attention to tone and clarity Familiarity with customer service and ecommerce platforms (e.g., Gorgias & Shopify) Strong organizational skills and ability to manage multiple cases Customer-first mindset with an understanding of premium brand expectations. Interest in fashion and appreciation for quality, fit, and craftsmanship.