Customer Service Representative

Job Description

Advisor I, Blended Support position interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's products or services.

In this role, you'll:

• Be the friendly voice of major retail brands, providing exceptional service across phone, email, and chat. Think about resolving product inquiries, processing orders, and offering helpful advice.
• Become a product pro, mastering the ins and outs of the latest trends.
• Transform shopping woes into shopping wows! Handle returns, exchanges, and troubleshoot issues with patience and a can-do attitude.
• Go the extra mile to build lasting relationships with customers. Offer personalized recommendations, answer questions with a smile, and make every interaction a positive experience.
• Contribute to a dynamic and supportive team environment, collaborating with colleagues to achieve shared goals. You'll be part of a retail family that's always there for each other.

Essential Functions/Core Responsibilities:

• Ensure service delivered to our customers meets contractual Key Performance Indicators (‘KPIs’)
• Clarify customer requirements; probe for understanding and use decision-support tools and resources to appropriately provide resolution to the customer.
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed-upon procedures.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including appropriately notating accounts as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Offer additional products and/or services.

Candidate Profile:

• A minimum high school diploma with 3 to 6 months of relevant experience is preferred.
• Excellent communication, interpersonal, and negotiation skills. Thrive in a fast-paced environment and build rapport with diverse audiences.
• Ability to fluently communicate in the required language of support, both written and verbally.
• Ability to multi-task, prioritize effectively, be flexible and adaptable to changes, and meet deadlines consistently.
• Basic computer navigation skills and PC Knowledge.
• Ability to work as a team member, as well as independently.
• Dependable with proficient attention to detail.
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner.
• Able to rotate shifts, as needed.
• Strong problem-solving and analytical abilities. Can quickly assess situations, identify root causes, and develop effective solutions.
• Courteous with a customer-centric mindset. Passionate about exceeding expectations and delivering exceptional service.