Responsible for delivering knowledgeable, courteous, and professional service and assistance to NEX customers and store personnel via telephone and email. Reports directly to the Customer Contact Center Supervisors.
Duties and ResponsibilitiesResponds promptly and professionally to customer and store inquiries via phone and email, including matters related to online and phone orders.
Accurately documents customer orders and interactions, ensuring compliance with PII (Personally Identifiable Information) and PCI (Payment Card Industry) standards.
Provides friendly, professional, and personalized customer service at all times.
Handles difficult customer situations effectively, resolving issues in a cost-effective manner that maximizes customer satisfaction. Escalates unresolved issues to a supervisor when necessary.
Captures and updates customer information in the database accurately and in accordance with SOPs (Standard Operating Procedures).
Prepares and sends correspondence as required, following standardized templates and guidelines set by management.
Tracks customer orders and provides delivery status updates using various internal and external systems, including DHL and FedEx platforms.
Analyzes customer issues and proposes appropriate solutions, demonstrating strong verbal and written communication skills.
Assists customers with product inquiries, warranty concerns, and return procedures, maintaining up-to-date knowledge of Uniform regulations, KIN (Keep It New) plans, and NEXCOM policies.
Serves as a liaison between customers and relevant internal or external parties (e.g., merchants, store staff, vendors, distribution and accounting personnel).
Maintains awareness of ongoing promotions, new product launches, and policy updates.
Demonstrates adaptability in a 24/7 customer service environment, remaining flexible to support unexpected operational needs.
Actively contributes to a positive team environment by welcoming feedback and supporting colleagues.
Available to work evenings, weekends, holidays, and overtime as required.
Operates with minimal supervision, adhering to established policies, procedures, and compliance requirements including PII, PCI, ASER, and SOPs.
Utilizes prescribed telephone and email scripts to maintain consistent, high-quality communication.
Processes orders for authorized patrons in accordance with the Armed Services Exchange Regulations (ASER).
Performs other related duties as assigned.