Ensure adherence to the Hybrid Customer Care Department Standards of Excellence
Ensure you deliver an outstanding shopping experience to every customer contact via any offered communication channel (walk in, phone, email, online chat)
Identify ways to personalize the experience of every customer, whenever possible
Deal with the most difficult customers in a quick, willing and professional manner, aiming to turn negative situations into a positive outcome and using available resources to solve problems
Achieve sales targets by maximizing all customer contact opportunities to provide product knowledge, increase units per transaction and sell across all channels
Systems and Procedures
Use all CRM and E-commerce systems and tools confidently and use to accurately add notes to orders and cases for all incoming and outgoing contacts
Communicate brand policies to customers, as necessary
Ensure client confidentiality in adherence with company policies for data protection and security
Ensure adherence to in-house processes and procedures
Work closely with other internal stakeholders to ensure issues affecting customer orders or returns are resolved to ensure seamless shopping experience
Adhere to the schedule and the forecasts given by the management
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