Job description

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Job Summary:

About the Role & Team:
Disney store and shopDisney are the retail merchandising arms of Disney Experiences, the business segment of The Walt Disney Company (NYSE:DIS) and its affiliates that extends The Walt Disney Company’s brands to merchandise. Disney store and shopDisney is owned and operated by Disney in North America, Europe, Japan and China. Disney store and shopDisney carry high-quality products and books, including exclusive product lines that support and promote key entertainment initiatives and characters from Disney, Pixar, Star Wars, Marvel and National Geographic. shopDisney.com is the U.S. ecommerce destination for guests of all ages, offering a curated selection of products, global collections and collaborations from Disney and licensees, including trend fashion and accessories, toys, home and collectibles. Disney store and shopDisney offer magical shopping experiences that can only be delivered by Disney, one of the world’s largest and most successful entertainment companies. There are currently Disney store locations in North America, Japan, China and Europe, plus online stores www.shopdisney.co.uk, www.shopdisney.de, www.shopdisney.es,www.shopdisney.fr, www.shopdisney.it, and www.disneystore.co.jp.
The Guest Service Associate will support the Disney Retail Guest Service Contact Center operation! You will provide communication to assist and recover sophisticated or difficult post purchase Guest situations, providing excellent Guest service by email, phone, and chat. The Guest Experience Services Associate will sit remotely and report to the Sr. Manager Guest Services– NA Region.
What you will do:

Monitor daily operational performance of Disney Retail Guest Experience
Provide effective real-time reaction to business performance, landscapes, and opportunities in the retail and ecommerce ecosystems.
Provide elevated level service to Guest by answering calls/emails/chat messages in a high touch Guest Services approach from Cast, Guest, and internal/external partners such as D23 Members, Disney Theatrical Guests, Merchandise Guest Services.
Provide product and voice of Guest feedback to influence potential product enhancements.
Provide oversight of daily workflow prioritization, handling of Guest interactions and recovery in their post purchase journey.

Required Qualifications & Skills:

Capacity to solve complex situations/de-escalate Guests and make decisions proactively
Exceptional written and verbal communication to ensure Guests and partners understand information shared and priorities.
and confidently.
Proficiency with Microsoft products
Knowledge of Disneyland Resort and Walt Disney World Parks and Resorts
Excellent conflict resolution/de-scalation skills
Experience handling confidential information
Aptness for working with difficult or sophisticated Guest situations
Experience building relationships
Flexible scheduling availability, which may include weekends, nights, and holiday

Preferred Qualifications:

Extensive knowledge of applications such as Guest Service Suite, Zendesk, and Avaya
Preferred previous WDW experience in a Guest Service and/or Retail role
Verbal and written bilingual abilities a plus

Required Qualifications:

High School Diploma or equivalent

Additional Information
Our Benefits: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits
The pay rate for this remote role is $20.99 - $28.85 per hour. The base pay actually offered may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience, among other factors. Select benefits may be provided as part of the compensation package, such as medical, financial, and/or other benefits, dependent on the level and position offered. To learn more about our benefits visit: https://jobs.disneycareers.com/benefits.

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