Customer Service Representative "Mexico"

Forever 21


  Applicants must be fluent in Spanish and English / Los solicitantes deben ser bilingües en español e Inglés

Want more than just a job? Join Forever 21’s Corporate team and showcase your skills while working with our exceptional employees! 
Position: Customer Service Representative
Department: Customer Service
Reports to: Supervisor
Direct Reports: No
FLSA Status: Non-Exempt
Location: Mexico
Department Summary:
Forever 21 is seeking an innovative, energetic, and passionate team player to add to our dynamic Customer Service team.

Job Purpose:
The Customer Service Representative is responsible for providing effective customer service to all Forever 21 Call Center customers by utilizing excellent, in-depth knowledge of company products and procedures. The Representative is responsible for ensuring that all issues are handled in a professional and mutually beneficial manner.


  • Answer a high volume of inbound calls in order to remediate customer grievances in accordance with pre-established company guidelines and procedures
  • Enter all relevant information regarding customer inquiries into proprietary logging and tracking system
  • Investigate lost or delayed orders by tracking shipment paths via UPS, FedEx, USPS, UBX Express, Purolator, and Canada Post
  • Provide detailed step-by-step instructions to customers concerning website navigation and browsing, order statuses, and tracking/payment issues using PayPal or Cybersource systems
  • Identify potential fraudulent credit card transactions using Accertify technology
  • Advise customers on newly available items and promotions to drive overall sales
  • Provide support to Call Center Department through the performance of ad hoc tasks
Knowledge, Skills, and Qualifications


  • Must have a High School diploma; Academic degree, certification, or trade school experience in a relevant subject matter (e.g. Customer Service, Communications, Business Management) is preferred, but not required
  • Must have at least 1 year of customer service call center experience
  • Must be able to process escalated customer inquiries by telephone, email, and live chat
  • Must possess strong oral and written communication and listening skills in order to effectively communicate with customers and all levels of employees in the organization, as well as managing confrontational and escalated customer complaints in a controlled and courteous manner
  • Must have general computer knowledge and the ability to type at least 35 words per minute with minimum 92% accuracy
  • Must demonstrate the ability to assess situations and provide quick and educated decisions to rectify customer complaints and conflict
  • Must be able to work a flexible schedule to meet the needs of the business during peak seasons and special events
  • Bilingual in Spanish and English preferred
At Forever 21, style isn’t dictated…It’s inspired. Forever 21 is the leading fashion retailer of the latest trends and the season’s hottest styles at can’t-resist-prices. U.S. and international locations stay true to the fast-fashion destination’s iconic store aesthetic giving fashion fans all over the globe the unforgettable shopping experience that is the one and only Forever 21.

Joining the Forever 21 family means joining an incredible team of talented, passionate and innovative people who work together to bring fashion to everyone, everywhere.  We’re always on the lookout for talented individuals eager to thrive in our fast-paced, dynamic environment filled with vast opportunities for career growth and development. This is a place where your ideas become actualized, creativity is encouraged and the possibilities are endless. Be part of something epic. Be part of Forever 21. Apply today!

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Confirmed 11 hours ago. Posted 30+ days ago.

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