Multi Channel Customer Care Assoc

WHO WE ARE:

Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision, The Art of You, Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own. By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the world's most esteemed brands, Saks Global is shaping the future of luxury retail.
 

Saks Global Properties & Investments includes Saks Fifth Avenue and Neiman Marcus flagship properties and represents nearly 13 million square feet of prime U.S. real estate holdings and investments in luxury markets.

ROLE SUMMARY:

As a Customer Care Associate, you will play a key role in strengthening client relationships for Saks Global while representing the Bergdorf Goodman brand. You will provide exceptional service to clients across phone, chat, and SMS, delivering timely, accurate, and personalized support. In addition to assisting with inquiries, orders, and shipping concerns, you will also serve as the directory assistance voice for the
Bergdorf Goodman flagship store in New York, ensuring seamless connections between clients and in-store sales associates. This position requires a passion for luxury retail, strong communication skills, and the ability to resolve issues with professionalism and efficiency. You will report to a Customer Care Team Manager and contribute to upholding the brand's commitment to an elevated customer experience.

DUTIES AND RESPONSIBILITIES:

• Serve as a trusted brand ambassador by responding to inbound sales and service inquiries from
  clients shopping on the Bergdorf Goodman website and mobile app.

• Answer inbound directory assistance calls, ensuring seamless connections for clients reaching the
  Bergdorf Goodman flagship store.

• Support clients with new orders, manage existing purchases, and provide timely solutions for
  shipment and delivery concerns.

• Offer knowledgeable guidance on store hours, services, exclusive in-store events, and other client-
  facing information.

• Anticipate client needs and connect them with the appropriate in-store sales associate for tailored
  product expertise and personalized assistance.

• Navigate multiple desktop and web-based platforms with speed and precision to deliver a frictionless
  customer experience.

• Demonstrate an unwavering dedication to providing elegant, solution-driven service that reflects the
  prestige of the Bergdorf Goodman brand.

• Uphold established quality standards and performance goals while fostering a culture of
  collaboration, excellence, and client care.

• Demonstrated ability to de-escalate situations, build trust through active listening, and instill
  confidence by providing effective solutions that exceed client expectations.
• Strong interpersonal and communication skills, with the ability to empathize while maintaining a
  polished and professional demeanor.
• Proven track record of success in a customer service role, ideally within a luxury, high-touch, or
  service-driven environment.
• Composure under pressure with the ability to manage challenging interactions gracefully.
• Skilled in developing service solutions that inspire client loyalty and enhance overall satisfaction.
• Minimum of 2 years' experience in a customer service, contact center, or servicing role within a
  dynamic, fast-paced environment.
• Flexibility to work a 40-hour schedule, including evenings, weekends, and holidays as required.
• Proficiency with PC-based systems and online applications, with the ability to quickly learn and
  navigate multiple technologies.

REQUIRED QUALIFICATIONS:

● Bilingual (Spanish)
● Specialty / luxury retail experience
● Familiarity with CRM / Salesforce software and call center tools

YOU MUST HAVE THE FOLLOWING EQUIPMENT AND SPECIFICATIONS FOR THE ROLE:

• Supported OS: Windows 11
• CPU: Dual Core 1.5GHz or greater
• Minimum of 8GB RAM
• Minimum of 64GB disk storage
• Antivirus solution (Recommendation: AVG)
• OS Host Firewall enabled, Full Disk Encryption Enabled (Bitlocker), Secure Boot enabled\
• Monitor that supports a screen resolution of 1280x1024 or higher (27" + recommended)
• High-Speed internet connectivity with a minimum speed of 200 MBPS Download and 15 MBPS
  Upload.  The Desktop or Laptop must be directly connected to a modem through an ethernet cable.  The
  use of Wi-Fi is not permitted.  
• Wired, Noise Cancelling, USB Headset with Microphone. The headset must provide reasonable
  professional audio quality (i.e., No static, echo,

We offer an inclusive and comprehensive range of benefits to our valued associates, including:

• Medical, Dental, Vision Benefits
• Disability Benefits
• Paid Parental Leave, Paid Family Leave, and Adoption Support
• Paid Time Off
• Retirement Savings Plan (401K) and Life Insurance
• Financial Solutions
• NMG Associates Core Discount of 30%25
• Personal and Professional Development Opportunities

For more information, please click "Our Benefits" section on our career site or reference the link here:

As one of the largest multi-brand luxury retailers in the U.S., with 3,000+ of the world's most desirable brand partners, we're delivering exceptional products and intelligent services enabled by our investments in data and technology. Through the expertise of our associates, we deliver and scale a personalized luxury experience across our three channels of in-store, eCommerce, and remote selling. Our NMG|Way culture, powered by our people, combines individual talents into a collective strength to make life extraordinary. Our brands include Neiman Marcus and Bergdorf Goodman. 

Our legacy of innovation and culture of Belonging guide our roadmap for Revolutionizing Luxury Experiences. As a female-founded, female-majority organization that outpaces the U.S. population in racial and ethnic diversity, our people are at the heart of our progress, and we take great care to protect and empower them. 

We are committed to equal employment opportunity regardless of race, color, religion, sex, pregnancy, sexual orientation, gender identity and/or expression, marital status, age, national origin, disability, genetic information, veteran status, or any other status protected by federal, state, or local law. 

We are committed to providing reasonable accommodations during our Talent Acquisition process. If you have a disability and need assistance or an accommodation, please email us