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Customer Service Representative

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TITLE: Customer Service Consultant I
DEPARTMENT: GID Operations
REPORTING TO: Supervisor, Customer Service
GENERAL SUMMARY: Responsible for providing superior customer service via phone to customers. The Customer Service Consultant is also responsible to meet service and sales goals for online brands, gap.com and oldnavy.com
ESSENTIAL DUTIES & RESPONSIBILITIES:
• Ability to identify and report any critical or reoccurring customer service issues to Supervisor.
• Manage customer inquiries by providing product information and processing orders.
• Ensure a superior customer experience that fully supports the Gap Inc. brand promises.
• Possess exemplary customer service skills.
• Ensure timely, one-call resolution with customers.
• Utilize suggestive sales techniques to meet established targets
• Demonstrate conflict resolution and interpersonal communication skills in order to help deescalate customer issues while remaining empathetic in tone and demeanor.
• Utilize effective time management and prioritization skills in order to handle a high volume of calls in a fast-paced environment.
• Comfortable working in a team focused environment.
• Flexibility and adaptability to rapid change.
• Initiate and maintain professional communication.
• Maintain motivation, identifying personal strengths and opportunities and work with supervisor to develop career enhancing skills.
ORGANIZATION RELATIONSHIPS: Interact with all levels of the leadership team, business partners and peers.
REQUIRED QUALIFICATIONS:
1) Knowledge, skills & abilities:
- Bilingual French speaker
- Strong PC skills including internet and windows-based applications
- Knowledge of apparel and fashion terminology
- Strong verbal communication skills
2) Minimum educational level:
• High School Diploma or GED equivalent

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