Full-Time Multimarket Customer Service Agent

Job Description

WHAT YOU’LL DO​

As a Full-Time Multimarket Customer Service Agent, you will be responsible for providing excellent service via live chat, email and phone to make the H&M Group our Customer's First Choice. Follow H&M Group customer service procedures and standards to promote our products and to resolve customer service concerns. 

• Produces and tracks all daily and weekly reports of Help Desk calls and resolutions.
• Provides excellent service to our stores.
• Provides timely responses to customers, store teams, warehouse, and transport providers via phone or e-mail communication, in a courteous and professional manner.
• Strong customer service orientation including a friendly, helpful, and professional demeanor on calls, emails, and chats.
• Has up-to-date knowledge about services and routines.
• Maximizes time available to stores through great efficiency, and time management.
• Resolves store inquiries in a professional manner.
• Provides timely responses to store teams, warehouse, and transport providers via phone or e-mail communication.
• Provides communication regarding the stores feedback (ex. Zenventory, Delivery issues, equipment issues, etc.)  to the rest of the organization.
• Always strives for first contact resolution to keep their customers satisfied.
• Communicates with stakeholders and internal departments when a case requires escalation.
• Collects and tracks relevant data, maintaining accurate records.
• Maintain the system knowledge needed to provide excellent customer service.
• Completes all required paperwork and ensures compliance and accuracy.
• Completes logistics statistics file updating, creates daily, weekly, and monthly reports.
• Uses Power BI and Genesys Cloud effectively and efficiently.
• Able to quickly learn and adapt.
• Ability to train others.
• Open to taking on additional tasks or special projects

WHO YOU’LL WORK WITH​

This role reports into the Team Manager who will oversee a team including yourself and other Multimarket Customer Service Agents.

WHO YOU ARE​

We are looking for people with…​

• ​Proven customer support experience or experience in the retail or food services industry
• 1 year of continuous employment in a customer service role preferred or equivalent
• Strong interpersonal and customer service skills to ensure positive interactions with customers that are friendly, helpful, and professional
• Excellent communication skills, both verbal and written, to clearly convey information to customers and understand their needs
• Interpersonal skills to work as a team and coordinate with other departments to provide seamless service to customers
• Good organization and time management skills
• Strong phone contact handling skills and active listening
• Strong computer literacy, specifically all MS programs for Windows (Excel, Word, Outlook, etc.)
• Strong laptop computer skills, such as browser navigation, software interaction and data entry
• Ability to think independently and propose new ways of working
• Ability to work at a fast pace, multitask and manage fluctuations in workload
• Ability to handle multiple chats and calls at the same time
• Ability to provide and receive verbal and written feedback

And people who are…​

• Available to work flexible hours, including open availability during hours of operation from 8AM-8PM Sunday through Saturday

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WHO WE ARE​

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.​

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We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future. ​

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WHY YOU’LL LOVE WORKING HERE ​
At H&M Group, we are proud to be a vibrant and welcoming company. We offer our employees attractive benefits with extensive development opportunities around the globe. ​

• 25% Staff Discount
• Medical, Pharmacy, Vision and Dental Coverage
• Employee Assistance Program
• Vacation, Wellness, Holiday and Parental Pay
• 401K
• Commuter Benefits
• Health and Dependent Care FSA
• Plus, additional Voluntary Benefits

Job Status