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The Gap Inc.

Email/Chat Specialist

The Gap Inc. - Groveport, OH

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GENERAL SUMMARY:

The Email/Chat Specialist II is

responsible for assisting customers for all Gap Inc. brands. The role requires

identifying customers’ needs, resolving questions and complaints which may

require research and investigation to reach resolution through the email and

live chat channels. The Email/Chat Specialist II is expected to provide

exceptional customer service in a prompt, respectful and courteous manner to

ensure customer concerns are resolved in both written and verbal format.

ESSENTIAL DUTIES & RESPONSIBILITIES:

 

Support customers by responding to

inbound email and chat and phone support as needed.Consistently ensure world class customer service that fully

supports Gap Inc. brand promises in written and verbal format. Provide customers with first contact

resolution and create a low-effort customer experience.Develop/present customer service solutions and/or

suggest additional items, cross sell, up sell to increase customer satisfaction and

enhance customer relationships.Work

independently to make sound decisions and resolve complex customer situations.Identify

critical customer service issues and report them.Goal-driven;

consistently and effectively manage time to achieve optimal efficiency while

utilizing resources and business partners to research and resolve customer

issues.Achieve

all effectiveness and efficiency metrics, including Email Handle Time (EHT),

Chat Handle Time (CHT), Chat Wrap Up, Phone Handle Time (PHT), Quality and

Voice of the Customer (VOC), Schedule Compliance, and Unavailable time.Communicate

clearly, effectively and professionally with peers, leadership, and across the

business.Ensure

cross site and peer collaboration; share knowledge willingly with the team and

with colleagues.Review

individual performance metric reports and action plans with supervisor to

understand performance.Stay

motivated, identifying personal strengths and opportunities, and work with

supervisor to develop career enhancing skills.Maintain

flexibility in department responsibilities.Perform

other job-related duties as assigned or apparent; provide customer service

telephone support as needed.

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QUALIFICATIONS:

 

Knowledge,

Skills & Abilities:

Upbeat, positive attitude

with a desire to please customersKeyboarding

skills minimum of 40 WPMProven

ability to deliver customer service in writingAbility to listen

attentively and to use information provided by customers to tailor

responses and actions to meet the customers' specific needsAbility to manage and

de-escalate difficult and complicated problemsExcellent written and

verbal communication skillsAbility to organize and

follow-up multiple tasks/details with accuracy and timelinessStrong computer, customer

service, analytical, and troubleshooting skillsAbility to work in a

fast-paced, changing environmentIdeal candidate has

previous chat and/or email customer service experienceComputer

experience using the internet and working in a Windows-based environmentExcellent

self-motivation skills; maintains a feeling of pride in work, has a strong work

ethic and strives to achieve all goalsWorks

through challenges as they arise; maintains a positive outlookKnowledge

of apparel and fashion terminology preferredBusiness

writing experience preferred

 

 

Education:

High

School Diploma or GED equivalent2 years

college coursework preferredApplication/PC

skills including working with Microsoft Office Word, Communicator and Outlook;

MS Excel and Zoom experience preferred

 

Minimum

Experience:

Minimum

of 2 years customer service experience, preferably in a call center environmentMinimum of 6 months experience with Email and/or Chat using

Salesforce or equivalent application preferred

 

','US-OH-GROVEPORT','','Full-Time / Part-Time','Corporate','Customer Service/Call Center','Diana Evans','Diana_Evans@gap.com','Email/Chat Specialist']);

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44 days 20 hours ago

The Gap Inc.

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Email/Chat Specialist The Gap Inc. - Groveport, OH, United States

   

Location: Groveport, OH