What are the responsibilities and job description for the Customer Service Representative 2 position at Radial, Inc.?
Customer Care Representative 2
At Radial, our employees are the forefront of ecommerce, bringing beloved brands to consumers through our fulfillment, customer care and technology solutions. We are fueling the future of retail, which means you are, too. When you work for Radial, you join a global community of changemakers, where the work is critical, and the culture is fun. We depend on our workforce to overcome real-world challenges every day and encourage you to carve your own career path while shaping our future together.
Radial, the leader in omnichannel commerce technologies and operations has an exciting opening for Customer Care Representative 2. Radial’s omnichannel solutions use cutting-edge technology and analytics to optimize the e-commerce end to end processes reducing costs for our customer while enhancing the consumer experience.
Role Summary:
The Customer Service Representative Tier II may be specialized in one client or handle multiple clients. Responsibilities may include performing special projects, reports, handling customer order calls, placing outbound customer calls, processing and responding to customer emails, utilizing the internet as a resource to assist in customer service, and accessing the order entry system to provide customers with accurate and relevant information while promoting a positive brand image. They will handle escalated calls both internally from agents and externally from customers. The Representative Customer Care Tier II will answer agent questions and support quality functions as necessary and available.
Responsibilities:
Acting as brand ambassador for specific Estee Lauder brand(s).
Assisting customers in resolving escalated or highly complicated issues.
Using higher level of empowerment to resolve promotional, credit, returns, and shipping issues that escalate past Tier 1 level.
Making sound business decisions and resolving escalated customer issues in a professional manner.
Tracking, reporting and making suggestions regarding current policies and procedures impact on customer experience.
Providing exceptional service by assisting customers via phone, email, chat, text and social.
Processing requests in customer service, escalation, and other queues correctly and efficiently.
Managing projects with minimal supervision.
Following up on status of issues forwarded to other Radial personnel to ensure that client's/customer's concerns are addressed promptly.
Assisting with floor support and answering Tier I Representatives questions via the Helpdesk line or one on one.
Maintaining a high level of brand knowledge on product, policies, procedures, and promotions.
Qualifications:
Three months customer service or sales experience within the Cosmetics vertical
Must be able to work a night-time schedule, one weekend day, as well as holidays due to GCC hours
Basic proficiency with the Microsoft Office suite including email software (Outlook) and other computer software as required.
Ability to read and interpret documents such as procedure manuals, work instructions, software manuals.
Ability to write routine reports/notes and correspondence.
Ability to speak and communicate well with customers.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations
Ability to effectively communication both written and orally to customers.
Basic project management skills -
Ability to work closely with clients and peers to continually understand and anticipate their needs
Excellent computer skills and strong typing abilities (at least 30 words per minute), must have a high degree of accuracy in both spelling and grammar.
Problem solving, business analysis and quantitative skills.
Candidates must be capable of conducting proactive measures in seeking solutions to client and/or business problems.
Above-average phone manner, email experience, follow-up skills, organizational skills, lucid writing skills, and superior conflict resolution and interpersonal skills
Ability to solve problems to improves customer’s satisfaction
Exceptional performance in current and previous positions Adherence average above 90%
Excellent phone etiquette, email skills, organization, attention to detail and follow-up skills
Customer Service experience, preferably in a high-volume call center in the sporting goods, high-end luxury, or general merchandise markets.
Experience with database/Internet research
Considerable knowledge of partner's policies and procedures.
Must be proficient on multiple order management systems.
Strong ability to de-escalate and resolve customer service issues.
Exceptional knowledge and ability to use Microsoft Office software (Word, PowerPoint, Excel, and Project), email software (Outlook) and other computer software as required.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Ability to deal with problems involving several concrete variables in standardized situations.
Superior communication skills written and oral. Basic project management skills -
Ability to work closely with clients and peers to continually understand and anticipate their needs
Excellent computer skills and strong typing abilities, at least 30 wpm with a high degree of accuracy in both spelling and grammar.
Above-average phone manner, email experience, follow-up skills, organizational skills, lucid writing skills, and superior conflict resolution and interpersonal skills.
Problem solving, business analysis and quantitative skills.
Candidates must be capable of conducting proactive measures in seeking solutions to client and/or business problems.
Travel:
This position is not remote.
Travel is not required.
Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing hroperations@radial.com. We will work to assist disabled job seekers whose disability prevents them from being able to apply online.
