Consumer Experience Agent

Samsonite•Jacksonville, FL

22h

About The Position

Your role at Samsonite: We have brought 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 “World Class” consumer experience. This position works Monday through Friday and is a full time position with benefits. Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience. Assist consumers with topics such as (but not limited to): o Brand, website, or product knowledge based on questions and complaints. o Taking online orders, including payments. o Resolving returns and order complaints. o Communicating warranty policies and repair options. Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities. Meeting and surpassing determined productive metrics and sales goals on a consistent basis. Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues. Partner with various internal departments to keep current on product, brand initiatives, e-commerce events, and system changes. Responsible for following compliance procedures (I.e., PII, CCPA, cash application, audit controls, data security, etc.) while supporting consumers.

Requirements

At least 1 year of call center experience handling inbound consumer support.
Must have excellent communication and listening skills – written and oral.
High level of patience when handling upset consumers.
High attention to detail
Ability to multi-task and stay organized.
Professional and friendly demeanor
Critical thinking and problem-solving skills.
Strong computer literacy and call center software experience
Must have reliable internet with efficient download and upload speeds

Nice To Haves

Experience working as an Agent in a remote work environment a plus
Consumer goods experience within a call center environment
CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke
Microsoft Software: Excel, PowerPoint, Word, Teams, SharePoint
Various Software: Adobe Acrobat, Google Docs, Docuware, Salesforce Dashboard, and SAP BI Reporting.
Bi-lingual in Spanish or French (not required)

Responsibilities

Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.
Assist consumers with topics such as (but not limited to): o Brand, website, or product knowledge based on questions and complaints. o Taking online orders, including payments. o Resolving returns and order complaints. o Communicating warranty policies and repair options.
Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.
Meeting and surpassing determined productive metrics and sales goals on a consistent basis.
Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.
Partner with various internal departments to keep current on product, brand initiatives, e-commerce events, and system changes.
Responsible for following compliance procedures (I.e., PII, CCPA, cash application, audit controls, data security, etc.) while supporting consumers.