JOB DESCRIPTION
Job Description
The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services.
Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.
Requires experience in the fashion field or in a related area. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment.
Typically reports to a supervisor / manager. The target is to ensure excellent service standards and maintain high customer satisfaction.
Job functions / Requirements :
- Open and maintain customers by recording all information
- Manage large amounts of incoming calls / emails
- Resolve product or service problems by clarifying the customer's complaint to supervisor; determining the cause of the problem;
selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Prepare product or service reports by collecting and analyzing customer information
- Contribute to team effort by accomplishing related results as needed
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Go the extra mile to engage customers
- Resolve customer complaints via phone, email, mail or social media
- Use telephones to reach out to customers and meet sales targets / generate sales
- Greet customers warmly and ascertain problem or reason for calling
- Assist with placement of orders, refunds, or exchanges
- Answer questions about warranties or terms of sale
- Suggest solutions when a product malfunctions
- Handle product recalls
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Work with customer service manager to ensure proper customer service is being delivered
- Strong phone contact handling skills and active listening
- Ability to multi-task, prioritize and manage time effectively
- Junior position with lots of growth possibility within organization
- Strong computer skills (Mandatory & Priority) : Proficient in Microsoft office suite, Good knowledge in Exchange. Excel and Word.
- Strong knowledge on Internet Browser navigation, Google and searches
- Bilingual : French and English
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