Address Who We Are
lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.
About this role
The GEC Educator is responsible for all one-on-one interactions that take place across our communication channels (phones, email & live chat) and actively contributes to the experience of our guests. You will be responsible for delivering a cohesive and wow guest experience for lululemon guests.
Responsibilities
Communications
Reports to the Team Lead, GEC
Responsive communications to guests, store educators and leadership teams, external partners, and warehouse teams
Operations
Provides guests with world-class education and guest experience in the areas of product, culture, and community to speaking authentically about product use through their own experience
Product education: communicates features, benefits, fabric properties, usage, and care instructions using the GEC’s various channels of communication
Culture education: demonstrates the culture held within our company, including: attitude of fun, respect, support, empowerment, encouragement, passion, and interaction with other staff
Community education: ensures guest is aware of locally-relevant in-store and community events
Handle guest inquiries through multi-channel communication (telephone, email, live chat etc.) to ensure a ‘wow’ guest experience
Communicates in a professional manner treating all with empathy and respect
Can respond to all company and general inquiries, which requires a broad knowledge base
Is a go-to for ecommerce updates and inquiries, and retail updates and inquiries
Process product sales and returns for guests world-wide, which requires strong knowledge of GEC processes for order entry, charging & shipping for all orders from start to finish, working with parallel systems and applications
Communicate regularly with SSC departments and external partners
Manage and resolve guest compliments and complaints related to the ecommerce store
Listens to guests with empathy, and reports store complaints to the Resolution Specialist for resolution
Work with GEC leaders to achieve daily, weekly and monthly departmental goals
Arranges for mail to be sent to guests, warehouses, and the SSC
Under direction of Manager, Assistant Manager and Team Lead, performs/completes additional projects, duties and assignments
Skills and Qualifications
Extraordinary guest interaction top of mind
Passion for and involvement in yoga and/or other fitness, health, or sports activities required. We expect that you will be enrolled in participating in weekly fitness activities in the community
Great communication, both verbal and written
Strong problem-solving skills
Excellent team player and ability to work independently
Upbeat, optimistic, passionate, friendly, and authentic
Amazing organizational and time-management skills
Responsible and dependable
Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, an ability to type 40wpm, and strong experience on the www
Customer service experience is an asset
Post-secondary education is an asset
Bilingualism is an asset
Work Hours
Full time position (38 hours)
Must be available to work call centre hours (between 8:45am - 5pm AEST)
Must be located or able to work in VIC timezone
