Consumer Experience Agent, Full-Time

Your role at Samsonite:

We have brought e-commerce consumer support in-house for the first time. As a Consumer Experience Agent, you will be the front-line ambassador for our brands. We are looking for a candidate that will partner with our passionate and incredibly talented team to build a "World Class" consumer experience. This position works Monday through Friday and is a full time position with benefits.

• Support incoming consumers via multiple media channels (phone, email, chat, SMS, and social media) while maintaining a high level of professionalism and patience.
• Assist consumers with topics such as (but not limited to):

o Brand, website, or product knowledge based on questions and complaints.

o Taking online orders, including payments.

o Resolving returns and order complaints.

o Communicating warranty policies and repair options.

• Support e-commerce sales (only inbound consumers) by driving the close of consumer support into sales opportunities.
• Meeting and surpassing determined productive metrics and sales goals on a consistent basis.
• Utilize knowledge of policies along with problem-solving skills to de-escalate and resolve consumer issues.
• Partner with various internal departments to keep current on product, brand initiatives, e-commerce events, and system changes.
• Responsible for following compliance procedures (I.e., PII, CCPA, cash application, audit controls, data security, etc.) while supporting consumers.