Call Center Customer Service Representative

Position Overview

As a GU Customer Service Associate in our NY call center, you’ll engage directly with customers, resolve inquiries and escalations, and foster exceptional service experiences through close collaboration cross-functionally to uphold the GU service philosophy.

Job Responsibilities

• Interact with customers over voice and written channels (via phone and email)
• Respond to queries related to products, services, processes and policies timely
• Handle and resolve complaints, store service, and ecommerce feedback in accord with established policies and procedures
• Respond to escalated issues in a courteous and professional manner consistent with our customer service philosophy
• Aid customers with placing orders and navigating our ecommerce site, troubleshoot online and checkout issues and report technical concerns to respective internal departments for resolution
• Liaise with distribution centers to research disruption to order fulfillment or return process and retail stores to resolve customer concerns related to store experience
• Assist with any additional duties that are necessary due to the evolving needs of the business assigned by direct supervisor

Qualifications

• 1-3 years of customer service experience, call center environment preferred
• High school diploma required
• Retail or ecommerce experience preferred
• Excellent interpersonal skills with the ability to build and foster strong cross-functional relationships, internally and externally
• Strong verbal and written communication skills with mathematical aptitude to accurately process refunds and customer transactions
• Experience with case management systems; familiarity with Salesforce required, and Amazon Connect experience is a plus
• Proficiency in Microsoft Office applications, with advanced Microsoft Excel skills strongly preferred
• Strong computer literacy with the ability to quickly learn new technologies and efficiently navigate multiple software systems, applications, and platforms simultaneously
• Pleasant telephone manners and calm disposition
• Analytical, problem solving, and probing mindset to identify root cause and improvement opportunities
• Minimum typing of 35-40WPM
• Ability to adapt to changing demands of the work environment
• Persistent attitude and open to constructive criticism and continuous improvement in performance job functions
• Excellent listening, written and oral communication skills
• Regular, dependable attendance and punctuality at our NYC based call center location

Compensation & Benefits

• Salary: $ 20.00 per Hour
• This is a part-time nonexempt position
• 401K Savings Plan (with employer matching)
• Plum benefits, commuter benefits, gym discounts and 30% GU and Uniqlo Employee Discount (All FR Brands)

Schedule

The schedule requirement is availability from 9am-5pm, 3 days a week on site in NYC office. Day's range from Monday through Thursday, no Friday or weekend required.