Specialty Retail Store

Download Job Summary

This client has focused on serving the unique needs of the luxury market. Today, that commitment is stronger than ever. The client has stayed true to the principles of its founders: to be recognized as the premier luxury retailer dedicated to providing customers with distinctive merchandise and superior service. These renowned retailers offer upscale assortments of apparel, accessories, jewelry, beauty and decorative home products to the affluent consumer.

Job Duties: Phone Customer Support Inbound Calls

Work Schedule

Required minimum 15 hours per week (30 intervals)

• Available
  
  • 12:00 a.m. – 10:00 p.m. EST, Monday through Friday
  • 10:00 a.m. – 06:00 p.m. EST, Sunday
• Most Intervals Available
  
  • 12:00 p.m. – 6:00 p.m. EST

Certification Criteria

Phase I

• Certify Customer Care program and demonstrate proficiency in handling calls on the program
• 100% completion of all self-paced content daily
• Pass all exams with an 80% or higher

Phases II and III

• Successfully handle live customer calls during these sessions and achieve a score of 80% or greater on all assessments

Program Equipment Requirements

In addition to what is included in the System and Equipment Policy Guide, you will be required to have the following:

• PC with Windows 7 or newer OS
• Stable high-speed Internet connection with minimum of 25 Mbps download speed. Faster speeds are highly recommended.
• Screen resolution between 1440 x 900 and 1600 x 900
• Dual Monitors NOT allowed
• 8 GB RAM
• POTS Phone
• Smart phone (Android, Apple/iPhone, Google) required for soft token authentication
• MAC computers running Apple Bootcamp are acceptable for use conditional upon their meeting all other requirements

All browsers must have the Adobe Flash Player Plugin enabled with Adobe Flash player 11 or better.

What To Expect

Customer assistance opportunities include:

• Responding to customer inquires related to online catalog orders of high dollar items
• Assisting luxury-centric customers with order-related issues and ensuring that orders are successfully submitted
• Responding to customer inquiries related to item sizing/color/material/dimensions, product warranties, product returns, and shipping issues

Capabilities

• Strong customer service skill and ability to show empathy to customers, while offering solutions
• Excellent probing and listening skills
• Strong critical-thinking and skills to ensure application of accurate order pricing, sales taxes, discounts and adjustments
• Deliver white glove customer service on every customer
• Demonstration of impeccable attention to detail and focus

Additional Information

This Opportunity Announcement (OA) is a summary of the applicable business opportunity. It is not a legal document nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). Each SOW should be thoroughly reviewed prior to its execution. In the event of a conflict between the OA and the SOW, the terms of the SOW will govern. A thorough review of all policies prior to enrolling in the certification course is recommended.