Customer Care Representative 2
To provide support and act as a team leader within the Customer Care Center. Requires advanced customer service skills while handling phones calls, e-mails, chat, social media and written correspondence. Handles more complex or specialized operational and service related issues in accordance with personal, team and departmental goals and service quality expectations.
Displays the highest standards of customer service on a consistent basis when engaged in the daily activities performed. Exercises good judgment and superb communication skills in handling difficult customer and Junior Customer Care Representative requests for assistance. Is thoroughly familiar with Guess, Inc. brands and is adept at up selling our merchandise. Expertise encompasses a broad range including loyalty programs, order status/billing/shipping, 3rd party billing, gift cards, loss prevention/risk management. Solves problems and resolves conflicts with a sense of urgency and under pressure, offering solutions and alternatives to address service errors and build customer confidence. Effectively utilizes resources to efficiently resolve issues and escalates as necessary. Proactively answers incoming ACD calls upon identifying volume spikes. Meets ACD calls, e-mail and chat productivity/quality standards and sales goals as defined by the Department.
Demonstrates an expert level of knowledge about current Guess, Inc. products, marketing initiatives/campaigns and product placement in fashion periodicals. Maintains expert knowledge of all responsibilities assigned to the Center staff so that issues/problems arising in conjunction with these assignments/responsibilities may be resolved in a timely manner. Identifies trends and relays information to Managers in order to increase throughout and improve service levels. Provides new hire training and mentoring to Center employees. Creates and shares effective scripting and best practices to achieve service excellence.
Acts as the eyes and ears of the company, displaying a sense of urgency in identifying, containing and reporting incidences of suspected fraudulent transactions and requests. Escalates errors detected by merchandise launches, incorrect prices, sku misreads, etc. Collect/relays customer feedback for continuous improvement initiatives.
Other tasks assigned on an as needed basis to support business needs.
Years of Experience:
GUESS Inc. - 18 months ago
Guess? wants you to get in its jeans. Founded to make flattering designer jeans, the company manufactures trendy, upscale apparel and...