Job Details
Job Description
POSITION TITLE: Customer Care Representative
POSITION PURPOSE:
The Customer Care Representative is responsible for assisting and supporting the customer's omnichannel shopping experience. He or she is expected to build and strengthen relationships with customers by cross selling and up selling Guess products in accordance with personal, team and departmental goals and service quality expectations.
ESSENTIAL FUNCTIONS:
Resolve customer requests for assistance in selecting and ordering Guess, Inc. products. Troubleshoot issues regarding loyalty programs, statuses, billings and shipment orders. Navigate customer through websites, FAQs and policies. Offer solutions, address service errors and build customer confidence. Meet ACD call, e-mail and chat productivity, quality and sales standards as defined by the Department.
Familiarity with and ablility to effectively recommend merchandise from all Guess Inc. brands. Maintain up-to-date knowledge of loyalty programs, current marketing initiatives and promotions. Provide advise to customers on upcoming merchandise and new-arrivals.
Reports incidences of suspected fraudulent transactions and requests. Communicate errors detected by merchandise launches, incorrect prices, sku misreads or others which are identified. Collect/relay customer feedback for continuous improvement initiatives. Effectively utilizes resources to resolve issues independently and escalate when appropriate. Synthesize general customer feedback at large to recommend improvments to processes, procedures and/or software functionality.
Other tasks are assigned on an as needed basis to support business needs.
EDUCATION: High School
YEARS OF EXPERIENCE: 0-2 Years
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Base salary will be determined on various factors, including but not limited to, market data, internal equity, relevant background, and experience for the specified role. GUESS? Corporate employees are eligible for benefits such as medical, dental, vision, life, 401k, tuition reimbursement, PTO, on-site gym, employee discounts and more!