Our company is the ultimate experience for discerning clients seeking luxury accessory repair and care. We are seeking a qualified candidate to act as our Call Center Agent and Brand Ambassador from our call center in Long Island City, Queens. We provide shoe and handbag repair, alterations, and cleaning services.
We are looking for a customer-oriented service representative. A customer service representative will act as a liaison to our retail stores, provide information on products/services, and resolve any emerging problems that our customers might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer feedback is priceless. Problem-solving must come naturally to a customer care specialist. They are confident at troubleshooting and can gather information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
Manage large amounts of incoming calls, online chats, and emails
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts, and file documents
Follow communication procedures, guidelines, and policies
Take the extra mile to engage customers and act as a brand ambassador
Superb communication skills, written and verbal, are obligatory.
Must have excellent email demeanor, exuding confidence with a clear, inviting, and professional tone.
Excellent computer skills and comfort in navigating multiple systems, proficiency in Google Workspace (G Suite) / Zendesk platforms with an intuitive ability to navigate information systems and different internet browsers.
Excellent time management skills. Must be able to prioritize tasks efficiently without direction.
A strong passion for the fashion industry, and a passionate interest in learning about our business and products.
Detail and customer service-centric.
The ideal candidate will thrive in a fast-paced, high-energy environment, and can cope with the industry's ever-changing pace.
2-3 years of experience working in a customer service (or similar) role, contact/office environment preferred but not compulsory.
Experience in luxury fashion or after-sales environments is preferred but not compulsory.
Experience with Zendesk is a big plus
Shoe Service Plus Inc
New York, NY