GUESS Customer Service Manager (Los Angeles)

Recognized as one of the fashion industry’s most recognizable and innovative brands, GUESS, Inc. offers an ideal environment for motivated, quality-focused professionals eager for success. GUESS offers an excellent compensation and benefits package. Only qualified candidates will be contacted.

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Position Purpose:
Responsible for the overall operations of a team of representatives that handle customer service inquiries and problems via the telephone and e-mail.

Essential Functions:

• Oversee the day to day activities of Customer Service Representatives, troubleshoot and resolve non-routine customer complaints for both Retail and Ecommerce divisions.
• Set Call Center performance metrics and help solve problems that affect the service, efficiency, and productivity of the Customer Service Representatives
• Plan, direct, supervise and evaluate the work flow ensuring the work produced meets quality standard set by Supervisor.
• Oversee the authorization and validity of customer returns, exchanges, and discretion discounts and ensures all customer service best practices and policies are maintained.

• Assist in the recruitment and hiring of the most qualified applicants to meet the customer service needs of Retail and Ecommerce divisions.
• Train, coach and manage all Customer Service Representatives in all Retail and Ecommerce policies and procedures.

• Communicate all information to Customer Service Representatives regarding special promotions, email campaigns and store events to ensure a thorough understanding to support customer needs/questions.
• Partner with Ecommerce team and IT team to resolve any/all website issues resulting in a difficult customer shopping experience.

Requirements Education: Bachelor's Degree

Years of Experience: 6-8 Years

Posted by Kris Iringan