Ted Baker is looking for Customer Service Agent (Support) to join our team out in downtown Los Angeles. 40 hours a per week based on a 5 day shift pattern Monday – Sunday.
· Responding to customer queries through allocated tickets, emails, letters, phone and live chat – all managed through customer contact system
· Navigating Ted Baker’s bespoke systems to change and manage customer online orders
· Dealing with complaints referring to stores customer service and faulty goods.
· Action Trim requests for customer.
· Inbox and Emails – day to day upkeep of Customer Service inbox, such as flagging of emails and maintaining folders relevant to incoming information
· Receiving RTS (return to sender) orders and refunding or dispatching when relevant.
· Liaise with and track status of orders through courier companies.
· Placing telephone mail orders for customers.
· Looking up stock for customer requests.
· Contact customers to ascertain data omitted on orders.
· Have knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
· Assists in Returns and Replacements as needed.
· Perform other allied duties as assigned by management team.
· Gift Cards – Proficiently be able to check, amend or load Ted Baker gift cards manually to assist the CS Team, Management and stores. Run and action all gift cards in conjunction with eComm report.
· Post – Manage processing of incoming/outgoing mail/ correspondence to or from Customer Service.
· Assist with Customer Service organizational tasks when required.
Tools of the Trade:
· 2-3 years relevant experience, ideally in a retailer environment
· preferable previous experience with customer contact system (Zendesk)
· Excellent organization skills and strong attention to detail
· Strong sense of urgency and ability to meet deadlines
· MS Office proficiency (Word, Outlook, Excel, Power Point)
· Prefer multi-lingual speaker
· Excellent communication skills both oral and written
· Able to maintain confidentiality at all times
Please send resumes to firstname.lastname@example.org
Job Type: Full-time