lululemon

who we are

The Guest Education Centre is lululemon’s contact centre and we operate as a remote team located across Europe. The GEC Educator is our primary guest facing role, whose goal is to provide solutions to all guest inquiries. We do this by servicing guests across Europe through phone, email, live chat, social media and virtual shopping. As members of our GEC team, our Educators are empowered to find resolutions for our guests and support them through the entirety of their lululemon experience.

a day in the life

• You arrive at your desk and you prioritize logging into the many GEC systems, and ensuring your desktop is arranged to support you in navigating multiple applications at one time. 
• You have a quick morning check in with your team lead and colleagues before starting your day. 
• You take calls or written inquiries, and are able to help guests with placing orders, tracking returns, handling quality concerns and educating on product. 
• During specific periods of the year, there is a long queue of guests waiting to connect with a GEC Educator. 
• Therefore, it is important that you emphasize your empathetic attitude and friendly demeanour, knowing guests could have been waiting to connect with you!

qualifications

• Speaking German or French on a bilingual level 
• Provides a world-class guest experience via phones, live chat, email, social media, virtual shopping and our future channels that do not yet exist
• Resolves guest inquiries and concerns quickly and with a sense of urgency
• Leads conversations with empathy, and ensures to solve the conversation with the best resolution possible
• Works independently and takes initiative without consistent supervision
• Supports guest experience through placing and tracking orders, setting up returns, troubleshooting, and navigating the lululemon website
• Provides product education by communicating features, fabric properties, and function of product, as well as making product recommendations, based on the needs of the guest
• Multi-tasks and efficiently navigates through several programs and applications
• Responsible for achieving personal qualitative and quantitative targets
• Values the guests time be being an efficient multi-tasker and clear communicator
• Stays up to date on lululemon knowledge by studying new product descriptions and participating in ongoing compliance and education opportunities.
• Communicates effectively with their team lead and peers
• Actively contributes to an inclusive work environment
• Intermediate to advanced computer knowledge; this includes proficiency in Microsoft Outlook, and the ability to learn and use various types of technology
• The ability to navigate many systems including OSC, Salesforce, COM and Adyen
• You can handle confidential information and comply with payment card industry standards
• High school diploma is required
• Customer service experience is required

what you need to know

• Live and have legal authorization to work in the UK
• Nice to have is to be bilingual in French and/or German as well as English, and able to provide verbal and written support in all / both languages.
• Sits at a desk working on a computer for up to 8 hours a day
• Accountable for executing work individually
• Varied schedule including opening and closing shifts
• Full-time is 28 hours more per week 
• You will be required to work weekends and holidays as needed  

work from home requirements:

• A quiet, distraction-free, home office with a door you can shut.
• Access to a strong, reliable internet network
• Disciplined work ethic -a self-starter with the ability to work independently in a fast-paced environment.