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Customer Service Representative, Call Center
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | los angeles, California |
About this job
Want more than just a job? Join Forever 21's Corporate team and showcase your skills while working with our exceptional employees!
Position : Customer Service Representative, Call Center
Department : Customer Service
Direct Reports : No
FLSA Status : Non-Exempt
Location : 3880 N Mission Los Angeles, CA 90031
Job Purpose: The Call Center Customer Service Representative is responsible for providing effective customer service to all Forever 21 Call Center customers by utilizing excellent, in-depth knowledge of company products and procedures. The Representative is responsible for ensuring that all issues are handled in a professional and mutually beneficial manner.
Deliverables:
Answer a high volume of inbound calls in order to remediate customer grievances in accordance with pre-established company guidelines and procedures
Enter all relevant information regarding customer inquiries into proprietary logging and tracking system
Investigate lost or delayed orders by tracking shipment paths via UPS, FedEx, USPS, UBX Express, Purolator, and Canada Post
Provide detailed step-by-step instructions to customers concerning website navigation and browsing, order statuses, and tracking/payment issues using PayPal or Cybersource systems
Identify potential fraudulent credit card transactions using Accertify technology
Advise customers on newly available items and promotions to drive overall sales
Provide support to Call Center Department through the performance of ad hoc tasks
Job Requirements :
Knowledge, Skills, and Qualifications:
Must have a High School diploma; Academic degree, certification, or trade school experience in a relevant subject matter (e.g. Customer Service, Communications, Business Management) is preferred, but not required
Must have at least 1 year of customer service call center experience
Must be able to process escalated customer inquiries by telephone, email, and live chat
Must possess strong oral and written communication (both English and Spanish ) and listening skills in order to effectively communicate with customers and all levels of employees in the organization, as well as managing confrontational and escalated customer complaints in a controlled and courteous manner
Must have general computer knowledge and the ability to type at least 35 words per minute with minimum 92% accuracy
Must demonstrate the ability to assess situations and provide quick and educated decisions to rectify customer complaints and conflict
Must be able to work a flexible schedule to meet the needs of the business during peak seasons and special events
Bilingual Spanish and English preferred
Job Code :
19103
Division :
Corp - Customer Service
Location :
* HQ - GLOBAL HQ CORPORATE OFFICES, Los Angeles CA US 90031
Job Type :
Full Time
Career Level :
Entry Level
Education :
High School or equivalent
Category :
Customer Service (Call Centers)
Offer Relocation :
No
To submit your resume for this job, select how you heard about the job and then click the "Submit Your Resume" button below.
How did you hear about this job? *
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Position : Customer Service Representative, Call Center
Department : Customer Service
Direct Reports : No
FLSA Status : Non-Exempt
Location : 3880 N Mission Los Angeles, CA 90031
Job Purpose: The Call Center Customer Service Representative is responsible for providing effective customer service to all Forever 21 Call Center customers by utilizing excellent, in-depth knowledge of company products and procedures. The Representative is responsible for ensuring that all issues are handled in a professional and mutually beneficial manner.
Deliverables:
Answer a high volume of inbound calls in order to remediate customer grievances in accordance with pre-established company guidelines and procedures
Enter all relevant information regarding customer inquiries into proprietary logging and tracking system
Investigate lost or delayed orders by tracking shipment paths via UPS, FedEx, USPS, UBX Express, Purolator, and Canada Post
Provide detailed step-by-step instructions to customers concerning website navigation and browsing, order statuses, and tracking/payment issues using PayPal or Cybersource systems
Identify potential fraudulent credit card transactions using Accertify technology
Advise customers on newly available items and promotions to drive overall sales
Provide support to Call Center Department through the performance of ad hoc tasks
Job Requirements :
Knowledge, Skills, and Qualifications:
Must have a High School diploma; Academic degree, certification, or trade school experience in a relevant subject matter (e.g. Customer Service, Communications, Business Management) is preferred, but not required
Must have at least 1 year of customer service call center experience
Must be able to process escalated customer inquiries by telephone, email, and live chat
Must possess strong oral and written communication (both English and Spanish ) and listening skills in order to effectively communicate with customers and all levels of employees in the organization, as well as managing confrontational and escalated customer complaints in a controlled and courteous manner
Must have general computer knowledge and the ability to type at least 35 words per minute with minimum 92% accuracy
Must demonstrate the ability to assess situations and provide quick and educated decisions to rectify customer complaints and conflict
Must be able to work a flexible schedule to meet the needs of the business during peak seasons and special events
Bilingual Spanish and English preferred
Job Code :
19103
Division :
Corp - Customer Service
Location :
* HQ - GLOBAL HQ CORPORATE OFFICES, Los Angeles CA US 90031
Job Type :
Full Time
Career Level :
Entry Level
Education :
High School or equivalent
Category :
Customer Service (Call Centers)
Offer Relocation :
No
To submit your resume for this job, select how you heard about the job and then click the "Submit Your Resume" button below.
How did you hear about this job? *
--
Allretailjobs.com
ASU - Arizona State University
BU - Boston University
CareerBuilder.com
Chinese Daily News
Craigslist.com
F21 Employee Referral (referred by current F21 employee)
Facebook.com
Fashionjobs.com
FashionUnited.com
FIDM - Fashion Institue of Design and Merchandising
FIT - Fashion Institute of Technology
FLSU - Florida State University
Forever21.com Career Site
Google.com
HotJobs.com
Indeed.com
InRetail.com
Job Fair / Career Fair
Jobing.com
JobsInLogistics.com
Korea Times
La Opinion Newspaper
LinkedIn.com
LPJobs.com
LSU - Louisiana State University
Lux Fine
Lux Talent
MayoroftheMall.com
Monster.com
Monster Resume Database
NDSU - North Dakota State University
NFLU - Northern Florida University
Other Source (not listed)
OTIS - Otis College of Art & Design
Parsons
Pepperdine University
Print Advertisement
Recruiter Contacted
Represented by Agency
RSS Feed
SCAD - Savannah College of Art and Design
ShopTheJobs.com
SHRM Website
Stylecareers.com
TAMU - Texas A&M University
UCLA - Univ. of Southern California
UCSB - Univ. of California at Santa Barbara
UH -University of Houston
University of Miami
UNLV - University of Las Vegas
USC - Univ. of Southern California
Word of Mouth / Networking
F21 Current Employee (you are a current F21 Employee)
or
Email this job to a friend!
Your Name:
Your friend's email address:
OR
(NOTE: You need to have an account created in order to refer someone. Clicking this button will ask you to log in. If you are a returning user, log in to refer the person. If you are a new user, please create a Resume Profile first.)
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