Customer service

Perry Ellis International•Miami, FL

10h•Onsite

About The Position

As a customer service representative at Perry Ellis International, you play a crucial role in maintaining customer satisfaction and loyalty. Key responsibilities include responding to inquiries, providing accurate information about products and policies, and efficiently addressing and resolving complaints. CSRs assist with troubleshooting, process orders and returns, and provide order status updates. They build and maintain positive customer relationships, follow up to ensure satisfaction, and keep detailed records of interactions and transactions. Staying updated on product knowledge, policies, and industry trends is essential, along with participating in training sessions. CSRs collaborate with other departments to resolve issues, share customer feedback, and use customer relationship management software proficiently. Effective communication, active listening, adherence to company policies, and protection of customer data and privacy are critical. By fulfilling these responsibilities, CSRs at Perry Ellis International support and satisfy customers, contributing to the company's success and reputation. A flexible schedule is a must, as we operate and service East and West Coast, Monday - Friday and occasional weekends to support our online e-commerce business at peak times & holidays.

Requirements

Customer Service experience (retail or call center)
Fluent English (excellent phone, verbal, written skills)
Ability to work well with co-workers and other staff members in different departments
Skill in providing excellent customer service
Ability to multi-task and take on anything given, detail-oriented, capable of working under pressure
Ability to make quick and appropriate decisions that will benefit the company and our customers
Skill is using Essentus system, Business Objects, Web System
Ability to use administrative software like Google Documents, Microsoft Excel
Ability to learn new programs within a timely manner.

Nice To Haves

Bachelor's Degree is a plus!
Bilingual (Spanish) a plus

Responsibilities

Respond to customer inquiries via phone, email, chat, or social media.
Provide accurate information about products, services, and company policies.
Address and resolve customer complaints efficiently and courteously.
Assist customers with troubleshooting issues and finding solutions.
Process orders and returns accurately.
Provide order status and tracking information to customers.
Establish and maintain positive relationships with customers.
Conduct follow-up communications to ensure customer satisfaction and resolve ongoing issues.
Keep detailed records of customer interactions, transactions, and complaints.
Report recurring issues or feedback to management for process improvement.
Stay up-to-date with product knowledge, company policies, and industry trends.
Participate in training sessions to continuously improve skills and knowledge.
Work with other departments (e.g., sales, technical support) to resolve customer issues.
Share relevant customer feedback and insights with the team.
Proficiently use customer relationship management software and other tools.
Handle multiple customer interactions and tasks simultaneously.
Communicate clearly and professionally, both verbally and in writing.
Actively listen to customers to understand their needs and concerns.
Follow company policies, procedures, and guidelines.
Protect customer data and privacy in accordance with regulations and company policies.