Customer Service Agent with Greek

As a Customer Service Agent at H&M, your primary responsibilities include being the first point of contact for customers through phone and email, addressing their queries related to online orders, product information, and providing exceptional support that enhances their shopping experience. You’ll need to stay updated on H&M activities to ensure accurate information and uphold our high customer service standards.

To become a Customer Service Agent with H&M, you should possess excellent written and spoken communication skills in both Greek (C1 level) and English. Additionally, a strong customer orientation is key, along with light computer skills, especially familiarity with Microsoft applications. Prior experience in customer service can be beneficial, but enthusiasm for fashion and a positive attitude are equally important.

The Customer Service Agent position at H&M is a full-time role consisting of 40 hours per week with a rotating shift schedule. Your working hours can range between 8:00 AM and 9:00 PM from Monday to Friday, and from 9:00 AM to 5:00 PM on weekends. It's important to be flexible to meet the needs of our customers during peak times.

Working as a Customer Service Agent at H&M comes with a variety of attractive benefits. You'll enjoy a permanent contract, competitive salary, employee discount across all H&M Group brands, and access to extensive training and development programs. Moreover, after the probation period, you may have the opportunity to work from home, contributing to a healthy work-life balance.

H&M is committed to creating an inclusive and diverse workplace. We believe that a diverse team enhances our creativity and effectiveness. Our recruitment process thoughtfully considers all diversity dimensions to build teams that reflect a wide range of perspectives and experiences. This commitment enables us to better understand and serve our customers globally.

In handling a difficult customer, it’s important to remain calm and empathetic. I would listen actively to their concerns and acknowledge their feelings, ensuring they feel heard. Then, I would clarify what I can do to help, providing solutions while staying aligned with H&M’s policies. Creating a positive resolution can turn the situation around.

In my past roles, I have had extensive experience in customer service, engaging with customers across different channels such as phone, email, and live chat. I focused on building rapport and providing tailored solutions swiftly, always aiming to exceed customer expectations, especially in fast-paced environments.

Working for H&M excites me because fashion is not just about products; it’s about how we make customers feel. I want to be part of an inspiring environment where I can share my passion for fashion while making meaningful connections with customers, helping them find joy in their shopping experience.

I prioritize tasks by assessing the urgency and complexity of each customer need. Utilizing tools to track ongoing issues helps me maintain order. I also ensure to respond to customers promptly, while multitasking effectively to address all queries without compromising the quality of service.

To stay updated, I would actively participate in H&M's internal training sessions and familiarize myself with the latest catalogs, emails, and newsletters. Engaging with colleagues in discussions about new launches can also help me gain insights and share knowledge, ensuring I’m always well-informed for customer interactions.

Excellent customer service means going beyond simply resolving issues; it’s about building a connection with the customer. It entails understanding their needs, being proactive in offering solutions, and ensuring consistent follow-up to provide a seamless experience that fosters loyalty towards the brand.

Once, a customer was frustrated due to a delayed order. I listened patiently to their concerns, apologized for the inconvenience, and offered a solution that included expedited shipping on their next order, as well as a discount on their current purchase. The customer appreciated the proactive approach, which turned their frustration into satisfaction.

When faced with pressure, I stay focused on the task at hand, prioritizing effectively to manage my time. I take deep breaths to maintain my composure and ensure clarity in communication with customers. Grounding myself helps me stay proactive while delivering the best possible service amidst any challenges.

Effective communication starts with active listening to understand customer needs clearly. I speak or write in concise language, avoiding jargon, and I always ask questions to gather more information when needed. Following up and summarizing our discussions also ensures clarity and reinforces that I genuinely care about resolving their issues.