Full Time Multimarket Customer Service Agent

Company Description

At H&M, our purpose is to liberate fashion for the many. We want to shape a new world in Fashion. A world with one ultimate goal: to unleash your self-expression. As an H&M colleague, you're encouraged to be yourself & more. You'll take on new responsibilities from day one, learn skills for life, and find new ways to make your big dreams come true.

Our company is committed to fostering a culture of inclusion and belonging, and we actively seek colleagues who share our commitment.

Job Description

Overall Job Summary: As a Full Time Multimarket Customer Service Agent, you will be responsible for providing the best customer service via live chat, email and phone 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.

This position is based in Chicago, IL within our Customer Service Function, and reports to our Team Manager. This full-time hybrid position will work at our Chicago, Illinois office up to 8 days per month based on scheduling needs through the remainder of 2024.

Core Responsibilities includes but is not limited to:

• Provide excellent service to our online and in store customers.

• Expected to maintain a professional demeanor, even in stressful situations, and to always provide excellent customer service.

• Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service.

• Handles calls, emails, and chats interactions in a prompt and professional manner.

• Monthly monitoring of calls and chat interactions to ensure quality of customer handling, provide feedback and coach for success.

• Stay updated on all product knowledge, services, and promotions for the US and Canada market to provide accurate information to customers.

• Responsible for collecting customer feedback and convey the importance of contact participating in customer satisfaction surveys.

• Use multiple customer service programs and system applications at the same time to find and resolve the customer's issue.

• Handles multiple customer interactions while maintaining a high level of customer service.

• Provide timely responses to customer via written or verbal communication in a fast-paced environment.

• Handle a diverse range of customer queries while consistently utilizing H&M's tone of voice.

• Provide feedback regarding the customer's opinions to the customer service organization.

• Always strive for first contact resolution to solve customer service issues efficiently and effectively.

• Communicate with Team Manager and internal departments when a case requires escalation.

• Collect and track relevant customer data and maintain accurate records for received and shipped items.

• Offer the customer an alternative item if the item requested is out of stock.

• Always upsell by offering additional products, product of the day, special offers, etc. to reach conversion goals.

• Additional duties as assigned.

Qualifications

What You'll Need to Succeed:

• Proven customer support experience or experience in the retail or food services industry.

• 1 year of continuous employment in a customer service role preferred or equivalent.

• Available to work flexible hours, including open availability during hours of operation from 8am - 8pm Sunday through Saturday

• Ability to handle stress during peak call volumes and high selling seasons.

• Communicating with customers through various channels.

• Strong interpersonal and customer service skills to ensure positive interactions with customers that are friendly, helpful, and professional.

• Excellent communication skills, both verbal and written, to clearly convey information to customers and understand their needs.

• Interpersonal skills to work as a team and coordinate with other departments to provide seamless service to customers.

• Good organization and time management skills.

• Strong phone contact handling skills and active listening.

• Strong computer literacy, specifically all MS programs for Windows (Excel, Word, Outlook, etc.).

• Strong laptop computer skills, such as browser navigation, software interaction and data entry are needed.

• Ability to think independently and propose new ways of working.

• Ability to work at a fast pace, multitask and manage fluctuations in workload.

• Able to handle multiple chats and calls at the same time.

• Ability to provide and receive verbal and written feedback.

Job Status: Hourly, Non-Exempt

EEOC Classification: OFC

Additional Information

Compensation: starting rate of $19.28 per hour

• This job posting highlights the most critical responsibilities and requirements of the job and is not all-inclusive. There may be additional duties, and responsibilities assigned for this job at the company's discretion.

H&M, in good faith, has assessed this posted range of compensation as the accurate range for this role and location at the time of this posting. Exact ranges will depend on geographic location of specific role. H&M may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future.

EEOC Code: PRO

All your information will be kept confidential according to EEO guidelines.