Full Time Multimarket Customer Service Agent

Job Description
Overall Job Summary:
As a Full Time Multimarket Customer Service Agent, you will be responsible for providing the best customer service via live chat, email and phone to make the H&
M Group our Customer’s First Choice. Follow H&
M Group customer serviceprocedures and standards to promote our products and to resolve customer questions and concerns.
This position is based in Chicago, IL within our Customer Service Function, and reports to our Team Manager. This full-time hybrid position will work at our Chicago, Illinois office up to 8 days per month based on scheduling needs through the remainder of 2024.
Core Responsibilities includes but is not limited to:
Provide excellent service to our online and in store customers.
Expected to maintain a professional demeanor, even in stressful situations, and to always provide excellent customer service.
Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.
Handles calls, emails, and chats interactions in a prompt and professional manner.
Monthly monitoring of calls and chat interactions to ensure quality of customer handling, provide feedback and coach for success.
Stay updated on all product knowledge, services, and promotions for the US and Canada market to provide accurate information to customers.
Responsible for collecting customer feedback and convey the importance of contact participating in customer satisfaction surveys.
Use multiple customer service programs and system applications at the same time to find and resolve the customer’s issue.
Handles multiple customer interactions while maintaining a high level of customer service.
Provide timely responses to customer via written or verbal communication in a fast-paced environment.
Handle a diverse range of customer queries while consistently utilizing H&
M’s tone of voice.
Provide feedback regarding the customer’s opinions to the customer service organization.
Always strive for first contact resolution to solve customer service issues efficiently and effectively.
Communicate with Team Manager and internal departments when a case requires escalation.
Collect and track relevant customer data and maintain accurate records for received and shipped items.
Offer the customer an alternative item if the item requested is out of stock.
Always upsell by offering additional products, product of the day, special offers, etc. to reach conversion goals.
Additional duties as assigned.