Gap Inc

Together we elevate the everyday, creating products and experiences that inspire the individual in all of us. We do more than sell clothes.  We’re a brand with a heart, a culture of family. We value people who lean in, take initiative, and feel empowered.  Are you ready for a Bright career move?

About Gap Inc.
Gap Inc. is a leading global retailer offering clothing, accessories, and personal care products for men, women, and children under the Gap, Banana Republic, Old Navy, Athleta, and Intermix brands. Gap Inc. products are available for purchase in more than 90 countries worldwide through about 3,300 company-operated stores, over 400 franchise stores, and e-commerce sites.

To apply, please visit us at https://corporate.gapinc.com.

Apr 12, 2019
This position open only to those candidates who live in Placer County and the surrounding Sacramento, California area.   This position will be onsite for a minimum of 8 weeks during training and on-boarding About the role We’re looking for an Email/Chat specialist to assist customers from all of our Gap brands. The ideal candidate has an upbeat, positive attitude with a desire to please customers. In this role, you are required to identify customers’ needs and resolve questions that may arise. Customer complaints may require research and investigation to reach resolution through the email and live chat channels. You’ll be expected to provide exceptional customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved in both written and verbal format. What you'll do Support customers by responding to inbound email and chat (phone support as needed). Consistently ensure world class customer service that fully supports Gap Inc. brand promises in written and verbal format. Achieve all effectiveness and efficiency metrics, including Email Handle Time (EHT), Chat Handle Time (CHT), Chat Wrap Up, Phone Handle Time (PHT), Quality and Voice of the Customer (VOC), Schedule Compliance, and Unavailable time. Develop/present customer service solutions and/or suggest additional items, cross sell, up sell to increase customer satisfaction and enhance customer relationships. Goal-driven; consistently and effectively manage time to achieve optimal efficiency while utilizing resources and business partners to research and resolve customer issues. Provide customers with first contact resolution and create a low-effort customer experience. This position will also help the customer service team take phone calls during periods of high call volume. Who you are High school Diploma or GED 2 years of customer service (preferably in a contact center environment); 1 year experience with email and/or chat Strong computer, customer service, analytical, and troubleshooting skills (including Microsoft Office suite, Zoom, internet browsers and Salesforce) Excellent verbal and written communication skills with the ability to deliver customer service in writing Ability to listen attentively and to use information provided by customers to tailor responses and actions to meet the customers' specific needs Keyboard typing skills of 40+ words per minute
Gap Inc Remote - Placer County, CA Full time
Apr 12, 2019
This position is open only to those candidates who live in Placer County and the surrounding Sacramento, California area.   This position will be onsite for a minimum of 8 weeks during training and on-boarding About the role We’re looking for a Customer Support Fraud Specialist to field inbound calls from internal and external customers. In this role, you’ll manage order reviews, customer issues and de-escalate customers. This position requires placing outbound calls to customers for verification of billing information. You will become an expert on brand policies and procedures in order to provide accurate information to both internal and external customers. What you'll do Ability to research and resolve (clear, cancel, customer/bank follow-up) orders utilizing fraud tools. Make outbound and receive inbound customer phone calls to limit fraud. Resolve customer issues while following the department guidelines for verification. Resolve orders that are held for fraud checks utilizing the fraud tools while maintaining department goal set for chargebacks. Be comfortable working in a PC environment using an order entry system for order review, fraud review and order entry, and an email system for email management. Consistently and successfully deescalate customer issues while remaining empathetic in tone and demeanor; Act as a customer advocate by researching and resolving complex customer concerns in an accurate and timely fashion. Ability to effectively communicate with banks and credit card companies and consistently maintain a high level of accuracy in noting customers’ orders and correspondence via email. This position will also help the customer service team take phone calls during periods of high call volume. Who you are High school diploma or GED 1-3 years of experience in Customer Service and Contact Center Operations; 1 year of experience with credit card service and banks Capability of working in a fast paced environment, multi-tasking, and showing a genuine interest in satisfying the customer, while meeting our service performance standards. Excellent analytical, oral and written communication skills with Professional telephone voice and phone etiquette. Intermediate Order Management System understanding and skills. Provide outstanding customer service by demonstrated abilities in managing escalated customer issues with limited assistance. PC skills: Microsoft Office—Word, Excel, Outlook, internet or other software/database skills.
Gap Inc Remote - Placer County, CA Full time