Apply on Employer Site

Claire's · 4 weeks ago

Customer Service Representative (Hybrid)

Chicago, IL

Full-time

Hybrid

Entry, Mid Level

$20.50/hr - $28/hr

2+ years exp

Claire's is a company that prioritizes customer satisfaction, and they are seeking a Customer Service Representative to manage escalated customer inquiries and complaints. This role involves investigating and resolving high-priority cases, analyzing customer feedback, and collaborating with internal teams to enhance the overall customer experience.

E-CommerceFashionJewelryLifestyleRetail

Responsibilities

Serve as the main point of contact for complex, high-priority customer issues received via all channels, including inbound/outbound phone calls, written correspondence (email/mail), and social media escalations

Manage queue of cases, utilizing empathy, and problem-solving skills to resolve complaints, focusing on retention and brand loyalty

Conduct thorough investigations by collaborating with corporate teams (e.g. Loss Prevention, Marketing, Training, Retail Operations) to gather all necessary information and ensure complete resolution

Track, categorize, and analyze customer contact data to identify root causes of frequent complaints and emerging issues, bubbling up issues to management to drive systemic change

Prepare and present weekly or monthly reports to management outlining key complaint trends, service failures, and the business impact of issues

Collaborate with Retail Operations team to translate key customer issues and service gaps into actionable training and policy improvements

Serve as the voice of the customer in internal meetings, advocating for necessary changes to policies, products, and operational procedures to enhance the overall customer experience

Develop and maintain a comprehensive knowledge base of company policies, products, and standard operating procedures to ensure accuracy in all communication

Qualification

Customer service experienceAnalytical skillsCRM software proficiencyWritten communicationVerbal communicationEmpathyPatienceDiscretionProblem-solvingIntegrity