About this role
Your role at Samsonite:
You will be the main point of contact between our external D2C (direct to consumer) call center and our internal business unit and work out of our Canada office. You will be responsible for providing research and feedback for D2C related customer questions and concerns, as well as assisting the ecommerce business unit in daily functions. The priority of this position is to support a positive customer journey and an excellent onsite experience.
• Daily interaction with outside call center answering questions via email, phone, or portal
• Fast and thorough research of questions that cannot be currently answered by the external 3rd party call center on their own
• Review weekly call type reporting for call disposition to determine trends for applicable problem resolution
• Provide recommendations for resolution of consistent ongoing issues to E-commerce Ops Manager and VP of E-Commerce
- Ecommerce pricing maintenance and monitoring
- Assist in product setup and online accuracy
- Product information gathering for customer service inquiries
- Processing customer payments and refunds, when necessary, through various systems.
- Assistance with Fraud Monitoring Signifyd software
• Assisting with Online Reviews and Q&A's, when necessary
• Supports Wholesale by completing item set ups for ecommerce listings
• Amazon back-end support, item set up, investigates, and resolves various claims
We're excited if you have:
• Grade 12 or equivalent education • 1+ years’ experience in customer service or working directly with customers in a retail capacity • Experience in ecommerce or digital marketing considered an asset • Post-secondary education highly desirable. • Computer proficiency in Microsoft Excel, Outlook, and Word • Ability to interact with the team in a fast-paced environment, remaining flexible, proactive, resourceful, and efficient • Detail-oriented with a strong sense of urgency • Demonstrates logical analysis and problem-solving skills