Consumer Experience Agent, Full-time
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Your Role
at Samsonite:
We have brought e-commerce consumer support in-house for the first time.
As a Consumer Experience Agent, you will be the front-line ambassador for our brands.
We are looking for a candidate that will partner with our passionate and incredibly talented team to build a “World Class” consumer experience.
This position works Monday through Friday and is a full time position with benefits.
- Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.
- Assist consumers with topics such as (but not limited to):
o Brand, website, or product knowledge based on questions and complaints.
o Taking online orders, including payments.
o Resolving returns and order complaints.
o Communicating warranty policies and repair options.
- Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.
- Meeting and surpassing determined productive metrics and sales goals on a consistent basis.
- Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.
- Partner with various internal departments to keep current on product, brand initiatives, e-commerce events, and system changes.
- Responsible for following compliance procedures (I.e., PII, CCPA, cash application, audit controls, data security, etc.) while supporting consumers.
About Samsonite
Global leader in travel luggage and lifestyle bags.
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