Customer Care Associate

Job Title: Customer Care Voice Associate Job Family: Customer Care

About JCPenney:

JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company’s product assortment meets customers’ everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop – from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney’s Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.

Job Purpose:

JCPenney is searching for talent to passionately serve our customers & company, and we want you! JCPenney Bangalore is growing, and Customer Care is no exception. We are looking for an Customer Care Voice Associate in Bangalore to deliver best in class Customer Care support.

Key Responsibilities:

The position will play an integral part in the company’s growth initiatives including but not limited to:

• Handle inbound calls from customers regarding JCPenney products, services, and orders.
• Provide accurate and timely information to customers, addressing their questions and concerns effectively.
• Assist customers with order placement, order status inquiries, returns, exchanges, and other related requests.
• Troubleshoot customer issues and complaints, working to find appropriate and satisfactory resolutions.
• Document all customer interactions accurately and completely in the company's systems.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Maintain a positive and empathetic attitude while interacting with customers, even in challenging situations.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Participate in training sessions and team meetings to stay updated on product knowledge, system updates, and customer service best practices.
• Meet or exceed key performance indicators (KPIs) related to call handling, customer satisfaction, and quality.

Minimum Requirements:

• 2+ years of experience in a customer service environment with International Call handling experience.
• Bachelor’s degree in any discipline.
• Advanced verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.
• Ability to work and make decisions independently.
• Requires the ability to communicate effectively (verbally and written).
• Ability to multi-task without losing speed or accuracy.
• Willingness to work in night shifts or rotational weekly Off’s.
• Basic knowledge in Microsoft Word and Excel.

Enjoy a rewarding career at JCPenney India, where we offer a competitive benefits package, a vibrant work environment, and the opportunity to make a difference at one of America's most iconic retailers.