Call Center Customer Service Representative

  • Company: LVMH Watch & Jewelry USA (Inc)
  • Location: United States
  • Business group: Watches & Jewelry
  • Contract type: Permanent Job
  • Function: Sales
  • Experience required: Minimum 2 years
  • Reference No.: SSCW&J00059
  • Date of publication: 2019.03.22

Position

POSITION SUMMARY The Customer Service Specialist acts as primary contact for brand Account Executive, retail, wholesale and end consumer customer questions and concerns. ESSENTIAL JOB FUNCTIONS >  Handles inbound and outbound calls, emails and chats from multi-channeled contacts in an unscripted call center environment o Responds to customer inquiries and concerns. Troubleshoots issues and determines best path for resolution utilizing quality metrics established by management to provide a consistent customer service experience o Effectively communicates accurate information to the customer and conducts the appropriate customer follow up whenever required o Initiates resolution forms and tracks call types >  Achieves personal and team performance objectives and standards >  Other activities as assigned by management The shift for this role is Monday to Friday 10:00 a.m to 6:00 p.m.

Profile

KNOWLEDGE, SKILLS & ABILITIES >  Must be comfortable with technology and technical products >  Excellent written/verbal and follow-up/time management skills >  Working knowledge of and skill in using MS Office - Word, Excel - required. Relevant SAP experience preferred >  Ability to quickly learn a new database computer program quickly required >  Ability to adeptly multitask and prioritize as necessary with strong attention to detail >  Must be open to coaching and constructive feedback to improve their own performance and to enhance the overall performance of the team EDUCATION AND EXPERIENCE >  Minimum of 3 years prior customer service experience in a high volume, unscripted call center environment required >  Previous experience responding to customer "Chat" messages in an unscripted manner required >  High school diploma or GED required
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Watches & Jewelry

The most recently established of the Group's activities, the Watches & Jewelry sector brings together leading Houses with complementary positions.

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