This job listing has expired and the position may no longer be open for hire.

Consumer Experience Agent at Samsonite LLC

Posted in General Business 30+ days ago.

Type: Full-Time
Location: Jacksonville, Florida





Job Description:

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 \u201cWorld Class\u201d consumer experience. Responsibilities
\u2022 Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.\u2022 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.
    \u2022 Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.\u2022 Meeting and surpassing determined productive metrics and sales goals on a consistent basis.\u2022 Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.\u2022 Partner with various internal departments to keep current on product, brand initiatives, e-commerce events, and system changes.\u2022 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\u2019s right to assign or reassign duties and responsibilities to this job at any time. Qualifications
    Minimum Requirements\u2022 At least 1 year of call center experience handling inbound consumer support.\u2022 Must have excellent communication and listening skills \u2013 written and oral. \u2022 High level of patience when handling upset consumers.\u2022 High attention to detail\u2022 Ability to multi-task and stay organized.\u2022 Professional and friendly demeanor\u2022 Critical thinking and problem-solving skills.\u2022 Strong computer literacy and call center software experience


    Preferred Skills and Industry experience: \u2022 Consumer goods experience within a call center environment \u2022 CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke \u2022 Microsoft Software: Excel, PowerPoint, Word, Teams, SharePoint \u2022 Various Software: Adobe Acrobat, Google Docs, Docuware, Salesforce Dashboard, and SAP BI Reporting. \u2022 Bi-lingual in Spanish or French (not required)








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