Consumer Experience Agent, Full-time (Finance)

About Us
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, eBags, 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.

Job Description
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.

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)

About the Team
Why you'll love working here:

• Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based.
• Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to diversity and inclusion empowers us to bring our authentic selves and unique differences to work every day.
• Socially responsible. We want to minimize our products' impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models.

What we value:

At Samsonite, we do more than create the bags that move with our consumer, we inspire and celebrate the moments that move them. We believe we have a responsibility to the world in how we operate, the products we sell, the communities where we live and work, and how we treat the people we employ. We're as diverse as travel itself, and like travel, your journey with Samsonite presents the opportunity to be a part of something bigger and explore your passions. This is why we offer various paths for professionals and celebrate the knowledge and skills they bring to our team. We are committed to a respectful workplace that allows our team members to bring their best selves to the workplace daily.

Samsonite is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.