Bi-Lingual French Speaking Agent

Title: Bi-Lingual French Speaking Agent

Type: Full time

Location: Chicago, Illinois

Title: Call Center Agent First Line

Function: Online

Department: Customer Service Center

Reports to: Team Leader

Direct Reports: None

Overall Job Function: Provides the best customer service via various channels (phone, email, Chat), to make the H&M Group our Customer's First Choice. Follow H&M Group customer service procedures and standards to promote our products and to resolve customer questions and concerns.

Job Responsibility including but not limited to:

• Provides excellent service to our online and in store customers.
• Remain updated on knowledge about products and services.
• Follow and execute the present H&M Group Customer Service procedures.
• Maximize time available to customers to resolve concerns the first time.
• Resolve customer inquiries and complaints in a professional manner.
• Provide timely responses to customer phone or e-mail communication and written correspondence.
• Provide feedback regarding the customer's opinions to the customer service organization.
• Always strive for first contact resolution to efficiently and effectively solve customer service issues.
• Communicate with Team Leader and internal departments when a case requires escalation.
• Collect and track relevant customer data and maintain accurate records for received and shipped items.
• Have thorough system knowledge needed to provide excellent customer service.
• Offer the customer an alternative item if the item requested is out of stock.
• Always try to upsell by offering additional products, product of the day, special offers, etc.
• Work together with team to ensure that all work areas, desks, and break areas are clean and well maintained.

Financial Accountability:

• None

Minimum Candidate Qualifications:

• Associate's degree or equivalent years of experience preferred
• 1 year of continuous employment in customer service role
• 1 year of H&M retail experience preferred
• Flexible to work any shift in a 24/7 operation Call Center is required.

Competencies:

• Strong customer service orientation including a friendly, helpful and professional demeanor
• Strong clear, professional communication, both written and verbal
• Courteous and polite telephone skills
• Must have great listening skills
• Computer literacy, specifically all MS programs for Windows (Excel, Word, Outlook, etc...)
• Good organization and time management skills
• Ability to think independently and propose new routines
• Strong current and working of knowledge H&M's customer service policies preferred
• Strong computer skills, such as browser navigation, software interaction and data entry are needed

Job Status: Hourly, Non-Exempt

EEOC Classification: OFC