Customer Care Senior Specialist
SamsoniteAbout the role
This position is responsible for handling customer questions, taking inbound calls, making outbound calls, providing information about Tumi's products and delivery of exceptional levels of customer satisfaction.
- Utilize appropriate telephone etiquette and techniques to respond to customer calls promptly, courteously, and professionally..
- Handle customer inquiries telephonically, by email, chat and SMS.
- Respond to customer calls and emails promptly, as required.
- Document all calls information in SAP, APTOS, ReverseLogix and Gladly according to standard operating procedures.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Ensure that customer credit card information remains confidential and is safeguarded against unauthorized access.
- Support of established eCommerce goals and integration of eCommerce into daily operations.
- Ensure all customer issues are resolved in an appropriate and timely manner within company guidelines.
- Ensure all orders are processed to meet service expectations.
- Demonstrates extensive knowledge of all product lines, including materials, colors, and functions. Proactively suggests alternative products when an item is unavailable.
- Makes effective independent decisions representing day-to-day issues.
- Proper use of and understanding computer systems (APTOS, Gladly, SAP, ReverseLogix, Live Chat, UPS/UPS CampusShip)
- Work closely with the repair operations department in Georgia to ensure that repairs are completed on a timely basis.
- Responsible for training new customer service representatives.
- Prioritize efforts of customer service representatives to ensure all orders are processed to meet service expectations.
- The weight limit for lifting, pushing, and pulling should not exceed 10 lbs.
- The duration required for standing and/or sitting is up to 7 hours, with standing as needed.
Excellent interpersonal, written and verbal communication skills required. Ability to ask probing questions, understand concerns and overcome objections. Possess a friendly attitude and be able to work in a team environment. Strong work ethic and self-starter,able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
Associate Benefits:
- Career pathing
- Work-life balance
- Training
- Paid time off
- Pet Insurance
- Tuition Reimbursement
- Employee Discount
- Employee Assistance Program (EAP)
Comprehensive benefits package including medical and dental insurance with partial employer contributions, vision insurance, company-paid basic life insurance, Accidental Death & Disability Insurance, Supplemental Life insurance, 401(k) with a company match, and commuter benefits.
Who we are:
Since 1975, TUMI has been creating world-class business, travel and performance luxury essentials, designed to upgrade, uncomplicate, and beautify all aspects of life on the move. Blending flawless functionality with a spirit of ingenuity, we’re committed to empowering journeys as a lifelong partner to movers and makers in pursuit of their passions. The brand is sold globally in over 75 countries with approximately 2,000 points of sale.
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