Sharon Lui Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

•Manage large amounts of inbound and outbound calls, chats, emails and any other modes of communications along with completing tickets in a timely manner•Identify customer needs regarding online orders and in-store experiences via email (ticket) or telephone; and provide solutions. Follow up on all customer issues to ensure 100% ticket resolution within 24 hours.•Keeps records of all conversations in the appropriate database or documents (as provided). Record and modify customer… Show more •Manage large amounts of inbound and outbound calls, chats, emails and any other modes of communications along with completing tickets in a timely manner•Identify customer needs regarding online orders and in-store experiences via email (ticket) or telephone; and provide solutions. Follow up on all customer issues to ensure 100% ticket resolution within 24 hours.•Keeps records of all conversations in the appropriate database or documents (as provided). Record and modify customer information within the database•Responsible for achieving certain help desk Key Performance Indicators (KPI’s) which measure agent productivity.•Review and update specific Logs and Reports as directed from the Call Centre Manager. Also collaborating with key stakeholders and teams to stay updated on new products, services, and policies•Engage with clients in a friendly and professional manner while actively listening to their concerns. Offer support and solutions to customers in accordance with the company's customer service policies Show less

•Extensive experience with product and display organization, fitting room and customer experience procedures•Routine processes in stock and inventory systems and procedures•Shift supervision and team leading with authorizations of cashier returns and exchanges along with monitoring POS systems•Provided coaching, training and development to Associates; review performance and provide feedback