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- * Company: ASS Watch & Jewelry

* Country / Region : United States

* City : Springfield, NJ

* Business group: Watches & Jewellery

* Contract type: Permanent Job

* Function: Retail

* Experience required: Minimum 2 years

* Reference No.: ASSWIJ00103

* Date of publication: 2022.02.11

**POSITION SUMMARY:**

The Bilingual Customer Service Specialist acts as primary contact for brand Account Executive, retail, wholesale, eCommerce and customer questions/ concerns.

**MAIN RESPONSIBILITIES:**

Handles inbound and outbound calls, emails, chats and conflict-resolution from multi-channeled contacts in an unscripted call center environment

Responds to customer inquiries and concerns. Troubleshoots issues and determines best path for resolution utilizing quality metrics established by management to provide a consistent customer service experience

Effectively communicates accurate information to the customer and conducts the appropriate customer follow up whenever required

Initiates resolution forms and tracks call types

Achieves personal and team performance objectives and standards

Other activities as assigned

**KNOWLEDGE, SKILLS & ABILITIES**

French/English fluency required

Excellent Customer Service skillset required

Must be comfortable with technology including, but not limited to; SAP, Magento, Salesforce and Pro-Concept.

Excellent written/verbal and follow-up/time management skills

Working knowledge of and skill in using MS Office Word, Excel - required. Relevant SAP and Salesforce experience preferred.

Ability to quickly learn a new database computer program quickly required

Ability to adeptly multitask and prioritize as necessary with strong attention to detail

Must be open to coaching and constructive feedback to improve their own performance and to enhance the overall performance of the team

**EDUCATION AND EXPERIENCE**

Minimum of 3 years prior customer service experience in a high volume, unscripted call center environment required

***Equal Employment Opportunity***

*The Company provides equal employment opportunities to all employees and applicants without regard to race, color, religion, religious creed, national origin, ancestry, citizenship, sex, gender (including gender identity and expression), pregnancy, age, sexual orientation, physical or mental disability, medical condition, genetic information, sexual orientation, marital status, familial status, veteran status, or any other legally protected status under applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training*

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