About Company
World Market, also known as Cost Plus World Market, is a specialty retailer of home furniture, decor, gifts, and food products. Since 1958, we’ve been dedicated to bringing unique, authentic, and affordable global finds to our customers. Our passion for discovery extends beyond our physical stores to our thriving digital storefront, where we continue to offer an eclectic assortment of handcrafted items, gourmet food, and international treasures. At World Market, we believe every item tells a story, and we’re committed to creating a seamless and inspiring shopping experience for everyone, whether they visit us in person or online. We foster a culture of curiosity, inclusivity, and customer delight, empowering our teams to bring joy to our shoppers every day.
Job Description
Join World Market as a Remote Digital Store Assistant and become an integral part of our dynamic e-commerce team, supporting our mission to bring unique global treasures to homes across the nation. In this full-time, remote role based in Santa Rosa, California, you will serve as the primary point of contact for our online customers, ensuring a delightful and efficient shopping journey from start to finish. You will be responsible for providing exceptional support through various digital channels, including chat, email, and phone, addressing inquiries related to product information, order status, website navigation, and general customer service.
This role requires a proactive and empathetic individual who can quickly understand customer needs and provide accurate, helpful solutions. You will navigate our e-commerce platform, order management systems, and knowledge bases to resolve issues, process returns, assist with product selections, and offer personalized recommendations that reflect the World Market brand. Beyond direct customer interaction, you will contribute to maintaining the integrity of our digital store by identifying common issues, suggesting improvements to our online FAQs, and collaborating with cross-functional teams to enhance the overall digital customer experience. We are looking for someone who thrives in a remote work environment, possesses excellent organizational skills, and is passionate about delivering world-class service while representing the unique spirit of World Market.
Key Responsibilities
- Provide prompt, professional, and empathetic support to online customers via chat, email, and phone regarding products, orders, website issues, and general inquiries.
- Navigate multiple systems simultaneously to efficiently research, resolve, and document customer interactions.
- Assist customers with order placement, modifications, cancellations, returns, and exchanges, ensuring a smooth and satisfactory process.
- Offer product information, styling advice, and personalized recommendations based on customer preferences and current inventory.
- Identify and escalate complex issues to appropriate departments (e.g., IT, logistics, merchandising) for resolution.
- Contribute to the continuous improvement of customer service processes and digital store functionality by providing feedback and insights.
- Maintain a comprehensive understanding of World Market products, promotions, and company policies.
- Achieve and maintain performance targets for customer satisfaction, response times, and resolution rates in a remote setting.
- Collaborate effectively with team members and other departments to ensure a cohesive customer experience.
Required Skills
- Minimum of 1 year experience in a customer service or e-commerce support role.
- Proven ability to communicate effectively and professionally in written and verbal English.
- Proficiency in using customer relationship management (CRM) software and e-commerce platforms.
- Strong problem-solving skills and the ability to think critically to resolve customer issues.
- Excellent organizational skills and attention to detail.
- Ability to work independently and manage time effectively in a remote work environment.
- Comfortable with technology and quick to learn new software applications.
Preferred Qualifications
- Associate’s or Bachelor’s degree in a relevant field (e.g., Business, Communications, Marketing).
- Experience with Zendesk, Salesforce Service Cloud, or similar customer support tools.
- Familiarity with home decor, furniture, or specialty food products.
- Previous experience working in a fully remote customer-facing role.
Perks & Benefits
- Competitive hourly wage with opportunities for growth.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Generous employee discount on World Market products.
- 401(k) retirement plan with company match.
- Flexible remote work schedule.
- Opportunity to work with a beloved brand and a passionate team.
- Access to training and development resources.
How to Apply
If you are a customer service enthusiast with a passion for unique products and a desire to contribute to a thriving e-commerce business, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application and learning more about how you can contribute to the World Market team.