Customer Service Representative

Job Title

Essential Duties and Responsibilities

Learn Ralph Lauren products and lifestyle in order to respond to inquiries about the current season of merchandise featured on Ralph Lauren Corporation websites

Maintain a positive, customer centric focus

Apply the ELEVATE customer experience framework to personalize interactions, build meaningful connections and deliver consistent, brand-right service across every customer contact

Adapt to and effectively use AI-enabled technology and digital tools to enhance efficiency, support informed decision-making and improve the customer experience

Assist customers with navigating and placing orders on the websites

Respond to a variety of incoming contacts including products, sales/promotions, orders and returns

Listen to customers to understand their needs; utilize knowledge and tools to appropriately respond to their needs

Maintain a thorough knowledge and skill base of: product, operations, policies, procedures and computerized information systems

Confidently navigate the Ralph Lauren websites, internet, customer support systems and company supported intranet

Communicate and manage customer conflict resolution in a professional manner

Use effective decision-making, problem solving and communication skills

Research inquiries and de-escalate customer's concerns

Use appropriate telephone etiquette and interpersonal skills

Provide merchandise recommendations to customers who are placing orders and inquiring about items

Demonstrate professionalism by creating a positive image for the Ralph Lauren Corporation

Confidently interact with customers and other internal departments in a clear, concise, courteous and professional manner

Perform other duties and special projects as assigned