CUSTOMER SERVICE REPRESENTATIVE

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