Customer Service / Sales By Phone

Capabilities of Top Performing Service Partners for this Program
What to Expect:
Service Partners will perform the following for the program:
• Delivering an elevated, modern luxury experience on incoming calls from
Coach Customers.
• Responsibilities include supporting customers who contact Coach for
reasons such as:
• Placing an order
• Checking an order status
• Inquiring about a repair
• Seeking product information/recommendations
• Resolving an issue
• Soft sales are required
This program has the potential to move to a digital customer response channel –
email, chats, and SMS - with the potential for greater service revenue.
• Respond to incoming contacts from customers in a professional and efficient manner.
• Maintain knowledge and ability to articulate the Coach brand, products, policies, and
procedures effectively.
• Drive sales by offering to place orders and suggest complementary items based on
customer needs and preferences.
• Mitigate customer escalations through effective decision-making and problem-solving
skills.
• Leverage multiple systems and tools to handle customer contacts effectively.
• Simultaneously handle multiple tasks including contact handling and data processing.
• Passion for working within a group environment that delivers exceptional customer
experiences.
• Demonstrated customer service skills, preferably in a retail and/or contact center
environment.
• Effective decision-making, problem-solving, and follow-up skills.
• Excellent verbal and written business communication skills.
• Ability to multi-task in a fast-paced environment and handle shifting priorities.
• Strong attention to detail.
• Intermediate computer skills, including proficiency in Windows navigation and MS
Office.
• Luxury retail experience