Assist Associate
BASIC PURPOSE:
The
primary focus of this position is customer service. In addition, the position
requires superior knowledge of CMOS, detailed problem solving skills, an
ability to manage multiple competing interests at once and a strong desire to
help both internal and external customers.. The ability to express ideas
succinctly plus excellent verbal and written communication skills are a must. A
consistently positive attitude and a developed sense of diplomacy are also essential.
You will serve as a supervisor to our frontline agents and to customers who
need additional assistance beyond what the frontline agent can provide. In this role you represent Neiman Marcus and
our additional brands so Five Star customer service skills are expected.
KEY RESULT AREAS:
- Answer calls from Frontline associates on a wide
range of topics
- Reinforce accurate policies, processes and procedures with frontline associates
- Speak with customers that need additional
assistance beyond the frontline associate.
- Resolve customer issues within NMD policies and
procedures.
- Help with incoming customer care center calls as
required
- Ensure service level goals are maintained by
having excellent attendance and being a team player
- Daily achievement of KPI’s for world class
service, CE compliance, and productivity.
SKILLS EXPERIENCE PREFERRED:
- Must be flexible, detail oriented and able to
multi-task
- Skilled to proficient in Microsoft Office
applications (Excel and Word)
- Superior understanding of CMOS
- Superior customer service skills and phone
etiquette, successfully passed Business Writing
- Strong analytical, organizational, and problem
solving skills,.
- Ability to follow through consistently.
- Excellent communication skills with emphasis on
verbal expression.
- Strong change management skills
- Any additional tasks and responsibilities as
required