Customer Service Representative
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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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