Customer Support Specialists

KEY RESPONSIBILITIES: · Research and Resolve (Clear, Cancel, Customer/Bank Follow-up) orders utilizing fraud tools.

?  Receive and handle inbound customer and bank phone calls to limit fraud and resolve customer issues.

?  Working in a PC based environment using an order entry system for order entry, order review, and fraud review, and an email system for email management, and Access for workload management.

?  Working and resolving Escalated Contact Center disputes which include possible high dollar amount appeasements and/or reshipments.

?  Maintaining Oversold Modifies by actively identifying alternate items and effectively offering those items to the customer.

?  Effectively identify customers? needs and provide accurate solutions.

?  Ensure timely and accurate resolution of customer issues.

?  Resolve orders that are held for fraud checks utilizing the fraud tools while maintaining no more than 0.02% of orders reviewed resulting in chargebacks.

?  Effectively communicate with issuing banks and credit card companies.

?  Use performance measures to control and enhance productivity and quality.

?  Strive to enhance all business relationships by helping out teammates.

?  Act as a liaison between customers and stores/customer relations.

?  Communicate effectively with team leaders and supervisors, identifying appropriate times for expressing ideas or concerns.

?  Actively receive and respond to feed back on performance measures.

?  Maintain and uphold all department standards including quality scores, business actions, and productivity levels.

?  Assist in all other areas of Gap Inc Direct including the call center and distribution center.

?  Effectively operate in a high paced work environment, multi-tasking several job responsibilities throughout a general workday.

?  Assisting in special Customer Support Services projects and maintaining flexibility with regards to projects and job duties.

?  Provide input and ideas to enhance systems and programs.

?  Timely completion of work.

 

PREFERRED QUALIFICATIONS:

?  2 - 4 years in Customer Service and Contact Center Operations.

?  1 year experience with credit card service and banks a plus

?  Intermediate Sigma understanding and skills

?  PC skills with above average knowledge of Microsoft Office?Word, Excel, and Access

?  Internet/Web Experience

?  Keyboarding Skills

?  Proven problem-solving skills

?  Outstanding customer services abilities

?  Ability to manage escalated customer issues with limited assistance

?  Multi-tasking abilities ? ability to utilize several software packages at one time while managing phone calls

?  Attention to detail.

?  Organizational skills.

?  Demonstrated Teamwork and flexibility.