Job Description:
Who We Are:
Exemplar Luxury Group, formerly Saks Global, is the luxury collective that comprises iconic luxury retailers, Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman. Driven by a relentless devotion to our customers and powered by our talented colleagues, we offer curated product assortments, unparalleled service and personalized experiences across our integrated retail model. Through strong partnerships with the world's most esteemed names in luxury and deep customer relationships enhanced by the industry's most comprehensive insights, Exemplar Luxury Group is uniting coveted brands with unrivaled customer experiences.
What This Position Is All About:
The successful candidate will primarily focus on driving business results through the review of all transactions to determine business loss. The person will highlight anomalies and work towards the betterment of customer experience overall and also will receive inbound calls and make outbound calls in addition to the investigation steps, to make sure all check points are carried out for the best result.
Who You Are:
A graduate in any field
Experience in Fraud Investigation, Customer Service Field, Call Center, or Collections
Willing to work in night shifts
Listen to customers & concerns, issues and questions
Resolve customers & concerns and answer customers & questions to your best ability
Maintain a positive attitude and calmly respond to customers & complaints
Handle and gather confidential information
Identify False declines and action accordingly
Identify anomalies, system issue, errors, fraud trends on the platform and escalate/ raise slack tickets
Observe customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks and cancel them from further processing
Ensure confidentiality of all information collected during investigation
Coming up with business strategies and process improvements
You also have:
Strong interpersonal skills
Strong verbal communicator
Ability to Multi-Task and work in a fast-paced, call center environment
Confident with Phone Inquiries
Great Problem-solving aptitude
Attention to Detail and Excellent Quality
Demonstrate strong skills of communication and analysis
A team player able to work in different scenarios, shifts and contribute to the team
Basic skills of MS Office
As Call Analyst, you will:
Strategic Thinking: Think strategically by clearly anticipating future trends and consequences
Drive for Results: Pushes self and others to exceed goals and achieve breakthrough results. Recognizes the key actions necessary to achieve results, establishes and communicates the priorities to supervisor, demonstrates persistence in removing barriers to achieving results, and encourages others to do the same
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 (including medical, vision and dental)
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].
Skills Required
- Graduate degree in any field
- Experience in fraud investigation, customer service, call center, or collections
- Willingness to work night shifts
- Strong interpersonal and verbal communication skills
- Ability to multitask in a fast-paced call center environment
- Confidence handling phone inquiries
- Problem-solving aptitude
- Attention to detail and excellent quality standards
- Strong communication and analytical skills
- Ability to work as a team player across different scenarios and shifts
- Basic MS Office skills
What We Do
Saks is the premier digital platform for luxury fashion in North America. Driven by a mission to help customers express themselves through relevant and inspiring style, we serve as a destination to explore and discover the latest in luxury from established and emerging designers. Our expertly curated assortment features sought-after names in women’s, men’s and kids’ fashion, as well as beauty, home and lifestyle merchandise. Through Saks.com and the mobile app, we provide access to professional stylists, inspiring editorial content and interactive events. Our differentiated approach seamlessly combines elevated online experiences with in-person services through an exclusive partnership with the Saks Fifth Avenue stores. Visit Saks.com for more information.
