Customer Service Representative

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.

Created: 2021-11-29