Customer Service Representative

Samsonite

Monde Entier 🌎 Remote

CDI

Aug 1

This job is no longer accepting applications.

Overview This is an incredibly exciting time to join Samsonite and our House of Brands. We are bringing e-commerce consumer support in-house for the first time. As a Consumer Experience Agent, you will be the front-line ambassador for our brands. We are looking for a candidate that will partner with our passionate and incredibly talented team to build a "World Class" consumer experience. Qualifications Minimum Requirements

At least 1 year of call center experience handling inbound consumer support.

Must have excellent communication and listening skills - written and oral.

High level of patience when handling upset consumers.

High attention to detail

Ability to multi-task and stay organized.

Professional and friendly demeanor

Critical thinking and problem-solving skills.

Strong computer literacy and call center software experience

Must have reliable internet with efficient download and upload speeds Preferred Skills and Industry Experience:

Experience working as an Agent in a remote work environment

Consumer goods experience within a call center environment

CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke

Microsoft Software: Excel, PowerPoint, Word, Teams, SharePoint

Various Software: Adobe Acrobat, Google Docs, Docuware, Salesforce Dashboard, and SAP BI Reporting.

Bi-lingual in Spanish or French (not required) Position pays $17.00 per hour Responsibilities

Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.

Assist consumers with topics such as (but not limited to): Brand, website, or product knowledge based on questions and complaints. Taking online orders, including payments. Resolving returns and order complaints. Communicating warranty policies and repair options.

Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.

Meeting and surpassing determined productive metrics and sales goals on a consistent basis.

Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.

Partner with various internal departments to keep current on product, brand initiatives, e-commerce events, and system changes.

Responsible for following compliance procedures (I.e., PII, CCPA, cash application, audit controls, data security, etc.) while supporting consumers. Note: Nothing in the job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.



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Samsonite

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