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.

Who we are:

Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, High Sierra, Gregory, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.

We''re excited if you have:

• At least 1 year of call center experience handling inbound consumer support.
• Must have 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
• Must have reliable internet with efficient download and upload speeds

Preferred Skills and Industry experience:

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