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Customer Service Specialist

Snipes

This is a Full-time position in Philadelphia, PA posted July 18, 2021.

Customer Service Specialist
Philadelphia, PA

We live sneakers, streetwear, and neighborhood culture!

All Day!

Every Day!

Its an exciting time to be part of our growing retail company, with US headquarters in Philadelphia, PA.

Snipes is one of the largest sneaker and streetwear retailers in Europe, and we are so excited to have been expanding in the US for the last couple of years!

From our 300 stores to the biggest festivals on the European continent, we represent sneakers and streetwear fashion, music, and sport to the fullest.

Having already launched branded product partnerships with popular figures like Wiz Khalifa, Snoop Dogg, Rick Ross, DJ Khaled, Meek Mill and many more, Snipes has given consumers inspiration and a voice on its best-in-class social media outlets.

Now with close to 100 stores in the US, and further expansion plans, we have an even larger platform to focus on shaping and driving the streetwear culture.

Overview: As a customer service specialist, you will assist the team through fluctuating daily call volumes, service and billing support issues, new product and service sales initiatives, customer complaints and retention.

Responsibilities
Assist with the day-to-day needs of the Customer Service Team; including but not limited to: Answering Questions, Taking Escalated Phone Calls, etc.

Follow the SOP compliance within the customer service team.

Monitor department sales to ensure timely fulfillment of orders/resolve On Hold orders.

Follow customer service policies, procedures and training materials.

Work with necessary departments on merchandising issues, product discrepancies and inventory problems.

Streamline customer issues and follow up process by assisting customer service team in responding to customer communications in a timely and efficient manner.

Proven ability to meet performance targets, operating efficiencies, processing improvements, people development, and quality assurance Be a team player through: positive support of assessable, favorable, and speedy customer service standard, ensuring contest participation, and providing employee recognition
Qualifications
Associates degree preferred or equivalent Minimum of 3 years customer service experience required Strong computer and phone skills Advanced knowledge of Microsoft Office, Excel and Word Prior leadership experience in a management/supervisory position Strong supervisory experience including staff development Must possess exceptional interpersonal skills and work well within a team setting
Skills
Experience with Zendesk and/or Service Cloud Resourceful and able to multi-task Excellent verbal and written communication skills Ability to work in a professional fast-paced environment Eagerness to learn about new products and system Possess effective conflict resolution skills
Cultural Success Factors
Customer focused Enthusiasm for the brand Collaborative nature Skillful communicator Adaptable and Flexible Disciplined and self-motivated