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Full Time Multimarket Customer Service Agent
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Job Description Overall Job Summary: As a Full Time Multimarket Customer Service Agent, you will be responsible for providing the best customer 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 questions and concerns. This position is based in Chicago, IL within our Customer Service Function and reports to our Team Manager. This full-time hybrid position will work at our Chicago, Illinois office up to 8 days per month based on scheduling needs through the remainder of 2024. Core Responsibilities include but are not limited to: Provide excellent service to our online and in-store customers. Maintain a professional demeanor, even in stressful situations, and always provide excellent customer service. Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service. Handle calls, emails, and chat interactions in a prompt and professional manner. Monthly monitoring of calls and chat interactions to ensure quality of customer handling, provide feedback, and coach for success. Stay updated on all product knowledge, services, and promotions for the US and Canada market to provide accurate information to customers. Collect customer feedback and convey the importance of participating in customer satisfaction surveys. Use multiple customer service programs and system applications to find and resolve the customer’s issue. Handle multiple customer interactions while maintaining a high level of customer service. Provide timely responses to customers via written or verbal communication in a fast-paced environment. Handle a diverse range of customer queries while consistently utilizing H&M’s tone of voice. Provide feedback regarding the customer’s opinions to the customer service organization. Strive for first contact resolution to solve customer service issues efficiently and effectively. Communicate with Team Manager and internal departments when a case requires escalation. Collect and track relevant customer data and maintain accurate records for received and shipped items. Offer the customer an alternative item if the item requested is out of stock. Upsell by offering additional products, product of the day, special offers, etc. to reach conversion goals. Additional duties as assigned. Qualifications: What You’ll Need to Succeed: 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. Available to work flexible hours, including open availability during hours of operation from 8am – 8pm Sunday through Saturday. Ability to handle stress during peak call volumes and high selling seasons. 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. Good organization and time management skills. Strong phone contact handling skills and active listening. Strong computer literacy, specifically MS programs for Windows (Excel, Word, Outlook, etc.). Ability to think independently and propose new ways of working. Able to handle multiple chats and calls at the same time. Ability to provide and receive verbal and written feedback. Job Status: Hourly, Non-Exempt EEOC Classification: OFC Compensation: starting rate of $19.28 per hour *This job posting highlights the most critical responsibilities and requirements of the job and is not all-inclusive. There may be additional duties and responsibilities assigned for this job at the company’s discretion. **H&M, in good faith, has assessed this posted range of compensation as the accurate range for this role and location at the time of this posting. Exact ranges will depend on geographic location of specific role. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future. All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr
