JOB OPENINGS
MANAGER
Primary Purpose:
provide exemplary service in combination with sound judgment, empathy, patience and balanced decision making skills, to resolve customer concerns quickly. anticipate challenges and obstacles and proactively offer personalized resolutions for each customer’s scenario.
field customer contacts to the corporate office via phone, email, social media, and our guest voice portal and respond or react to all customer needs in a timely manner, within brand and departmental guidelines. strive to resolve all customer contacts in the first interaction.
as the knowledge expert in all brand/company product lines, policies, and procedures, serve as a liaison between client relations and various internal departments, including ecommerce, and store teams to ensure all service related issues are rectified in a timely manner.
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make recommendations for policy and procedure updates based on customer feedback, trends, and experiences.
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request and process customer accommodations within the kate spade guidelines.
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administer product repair and warranty polices.
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maintain customer records for post interaction follow-up.
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track all customer accommodations in consumer tracking system.
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maintain client relations daily tracker through excel.
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partner with management for all escalated situations.
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assist with the communication of brand initiatives to our field teams as necessary.
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perform additional functions as assigned.
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the accomplished individual will possess...
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bachelor’s degree required
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3+ years of customer service experience, preferably in fashion retail, ecommerce, or call center.
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passionate about resolving customers issues
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detail oriented with focus on delivering results
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self-starter who takes initiative, with the ability to juggle multiple priorities
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ability to partner with multiple cross functional teams
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microsoft office proficient (excel, powerpoint, word)
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excellent oral and written communication skills