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Omni Channel l Customer Service Coordinator

2 months ago

New York, United States UNOde50 Full time
Job DescriptionJob DescriptionSalary: 20hr

Hey At UNOde50, normality is left at the door. “Goodbye, boredom Hello UNO world” Here, being yourself is not only allowed, it's applauded If you like to fly high and dream big, this is your project. Do you think you are our “ONE in a million” for the position of Omni Channel l Customer Service Coordinator at our  New York Corporate office ? Let’s see if you have what it takes to shine


Responsibilities: 


  • Act as the primary point of contact for all our Retail & E-Commerce customers in North America.
  • Assist customers and communicate promptly to inquiries concerning product, repairs, after-sales service, exchanges, and returns via email or by phone.
  • Handle retail complaints and escalate processes to the retail leadership team to resolve customer problems as quickly as possible at a high level.
  • Exercise judgment to resolve customer issues and prevent callbacks within 1 business day
  • Utilize independent and empowered decision-making skills and increased authority to manage higher accommodation levels.
  • Maximize cross-sales  opportunities in all email and phone correspondence by suggesting related products to original inquiries.
  • Ensure that the in-house processes and procedures are always adhered to.
  • Partner with Spain Customer Service to ensure customer satisfaction metrics are being met through Salesforce.
  • Partner with Spain Customer Service to resolve e-commerce issues that cannot be solved locally (logistics; payment refunds, etc).

 

  • Ensure email and voicemail are monitored and up to date.
  • Maintain a high level of service awareness at all times.
  • Attend ongoing product training  hosted by the Product department to ensure the knowledge base is up to date.
  • Always observe client confidentiality and company policy surrounding data protection and security.



Qualifications and Education Requirements:

  • High school diploma or general education diploma (GED) required
  • Proven experience as a Sales Assistant or similar in a luxury goods environment such as retail, hospitality, or travel
  • Must demonstrate an appreciation and understanding of the importance of customer care as a function within the business and contribute ideas within the team to improve the customer experience
  • Articulate with exceptional written and verbal communication skills (including good spelling and grammar)
  • Must demonstrate an energetic and positive attitude
  • Knowledge of retail brands and services
  • Must have the ability to work in a fast-paced environment, handle multiple priorities, and learn new procedures.
  • Must have the ability to work on assignments that are moderately difficult and require  good decision-making skills to resolve or make recommendations
  • Demonstrate ability to troubleshoot  and to have a proactive      approach to sales
  • Excellent eye for detail and organizational skills
  • Experience with Microsoft Office  applications (Excel and Outlook essential)
  • Previous experience with  a CRM system or similar desirable but not essential
  • Must be fluent in Spanish


Preferred Skills:

  • Computer Literacy (Excel, Word, PowerPoint)
  • Bachelor’s Degree


Physical Demands:

  • Be able to lift, pull, and carry a minimum of 35lbs.


Unode50 is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce, and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment on the basis of race, color, national origin, sex, age, religion, disability, genetic information, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, status as a covered veteran, status in the Uniformed Service of the United States, citizenship, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave) and any other characteristic protected by law ("Protected Characteristics").