Associate, Electronic Gift Card

WHO WE ARE:

Exemplar Luxury Group, formerly Saks Global, is the luxury collective uniting coveted brands with unrivaled customer experiences across Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman. Driven by a relentless devotion to our customers and powered by our talented colleagues, we offer expertly curated product assortments, unparalleled service and personalized experiences across our integrated retail model. Through strong partnerships with the world's most desired luxury brands and deep customer relationships enhanced by data-rich insights, Exemplar Luxury Group is committed to setting the standard of excellence for luxury retail.

Job Description:

Role Summary:
As a Associate, you will be responsible for following Standard Operating Procedures (SOPs) to support and complete transactions received via calls from Store Associates or customers. This role provides a foundation for developing key skills in customer service, issue resolution, and process adherence. The ideal candidate must be eager to learn, adaptable, and capable of working in a fast-paced, dynamic environment.

Responsibilities:

• Handle inbound calls to support Gift Card or Card-related queries using available internal tools
• Investigate issues and provide accurate solutions as per SOP guidelines
• Maintain performance metrics such as SLA timelines, call quality, and FCR targets
• Collaborate with peers and escalate all unresolved issues appropriately
• Learn and apply feedback from quality audits and training sessions

Key Qualifications:

• You are a proactive individual with strong communication skills and a willingness to learn
• You can quickly assess customer needs and apply the process to deliver resolutions efficiently
• You strive to meet daily performance targets without compromising on service quality and First Call Resolution (FCR)

Preferred Qualifications (nice to have):

• Excellent communication and interpersonal skills as need to take inbound calls from US customers.
• Preference for candidates with 6 months to 1 year of US-based call center experience.
• Demonstrated ability to deliver customer service with empathy and accuracy.
• Tech-savvy with working knowledge of Microsoft Word, Excel, CRM systems, and internal tools will be an added advantage.
• Prior experience in Gift Card processes is a plus

Your Life and Career at Exemplar Luxury Group:

• Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation
• Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate
• Comprehensive benefits package for all eligible full-time employees

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with Exemplar Luxury Group and would like to request special assistance or an accommodation, please contact [email protected].