Consumer Experience Agent, Full-time

About the position

As a Consumer Experience Agent at Samsonite, you will serve as the front-line ambassador for our brands, providing exceptional support to consumers through various media channels. This full-time position focuses on building a world-class consumer experience by assisting with inquiries related to products, orders, and warranty policies, while also driving e-commerce sales through effective communication and problem-solving skills.

Responsibilities

• Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining professionalism and patience.
• Assist consumers with brand, website, or product knowledge based on questions and complaints.
• Take online orders, including payments, and resolve returns and order complaints.
• Communicate warranty policies and repair options to consumers.
• Support e-commerce sales by converting consumer support interactions into sales opportunities.
• Meet and surpass determined productive metrics and sales goals consistently.
• Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.
• Partner with various internal departments to stay current on product, brand initiatives, e-commerce events, and system changes.
• Follow compliance procedures while supporting consumers.

Requirements

• At least 1 year of call center experience handling inbound consumer support.
• Excellent communication and listening skills - written and oral.
• High level of patience when handling upset consumers.
• High attention to detail.
• Ability to multi-task and stay organized.
• Professional and friendly demeanor.
• Critical thinking and problem-solving skills.
• Strong computer literacy and call center software experience.
• Reliable internet with efficient download and upload speeds.

Nice-to-haves

• Experience working as an Agent in a remote work environment.
• Consumer goods experience within a call center environment.
• Familiarity with CRM/E-commerce Software: Gladly, Aptos, HUB2, SAP, Wilke.
• Proficiency in Microsoft Software: Excel, PowerPoint, Word, Teams, SharePoint.
• Experience with various software: Adobe Acrobat, Google Docs, Docuware, Salesforce Dashboard, and SAP BI Reporting.
• Bi-lingual in Spanish or French (not required).

Benefits

• Full-time position with benefits
• Meaningful rewards and development opportunities
• Supportive working environment
• Commitment to diversity and inclusion
• Socially responsible practices
• Opportunities for professional growth and exploration of passions