CUSTOMER CARE ADMINISTRATOR

Who we are:

Samsonite is the worldwide leader in superior travel bags, luggage, and accessories combining notable style with the latest design technology and the utmost attention to quality and durability. For more than 100 years, Samsonite has leveraged its rich heritage to create unparalleled products that fulfill the travel lifestyle needs of conscious movers everywhere. With a portfolio of brands including Samsonite, Tumi, American Tourister, High Sierra, Gregory, Hartmann, and Lipault Paris, our products are sold in over 100 countries in North America, Asia, Europe and Latin America through our company-operated retail store, websites and a variety of retail partners.

Role: Customer Care Administrator (office based role)

Status: Full time permanent role (37.50 hours per week)

Location: Samsonite UK Head Office, 5 The Square, Stockley Park, Uxbridge, Middlesex, UB11 1ET

JOB DESCRIPTION: CUSTOMER CARE ADMINISTRATOR

Your role as a customer service administrator is to make sure a customer interaction with our organisation is positive and they should leave feeling heard and satisfied. You will be taking customer phone calls, respond to their inquiries and complaints via various touch points, all the while remaining polite and professional. You should be comfortable corresponding to customers and be passionate about Customer Service, with a ‘Can Do’ positive attitude at all times.

KEY RESPONSIBILITIES

• provide help to customers using our organisation’s products.
• communicate courteously with customers by telephone, email, and other touch points within a set timescale, showing empathy towards customer needs.
• investigate and solve customers’ complaint.
• confidence, patience, politeness, tact, and diplomacy, when dealing with demanding situations
• keep accurate records of discussions or correspondence with customers.
• learn about our organisation’s products or services and keep up to date with changes.
• critical thinking skills
• an ability to work well under pressure.
• to carry out varies ad hoc duties as and when required.
• to escalate potential problems and continual service issues to line manager.
• achieve Targets KPIs set by Customer Care Manager

SKILLS REQUIRED:

• Effective communication skills and ability to deal with information accurately.
• Excellent customer service skills
• Ability to organise and prioritise own workload and various deadline demands.
• Have good decision-making skills.
• Have excellent accuracy and attention to detail.
• a basic knowledge of IT systems.
• a good standard of written English when replying to emails,
• PC literate in Word, Excel
• Working Knowledges of CRM, Salesforce systems

COMPETENCIES

• A minimum of 2 years of proven experience in a customer service position.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Attention to detail.
• Ability to show empathy towards customer needs.
• To be able to work under pressure during busy periods.
• Good at working as part of a team

Why you’ll love working here:

• Our employees matter. As a people-focused business, we work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance, and creating a supportive working environment for them, wherever they are based.
• Vibrant culture. We are committed to a diverse and rich culture, welcoming people from all walks of life. Our long-standing commitment to diversity and inclusion empowers us to bring our authentic selves and unique differences to work every day.
• Socially responsible. We want to minimize our products’ impact on the environment and help create positive journeys worldwide. We do this by creating the best products using the most sustainable and innovative materials, methods, and models.

What we value:

At Samsonite, we do more than create the bags that move with our consumer, we inspire and celebrate the moments that move them. We believe we have a responsibility to the world in how we operate, the products we sell, the communities where we live and work, and how we treat the people we employ. We’re as diverse as travel itself, and like travel, your journey with Samsonite presents the opportunity to be a part of something bigger and explore your passions. This is why we offer various paths for professionals and celebrate the knowledge and skills they bring to our team. We are committed to a respectful workplace that allows our team members to bring their best selves to the workplace daily.

Samsonite is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.

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