US - Customer Service Agent

Location: US, New Jersey

Department: Ingenuity CS & CX

About THG Ingenuity:  

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.  

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble. 

What’s the role?  

Title –  Customer Service Agent 

Contract Type –  Permanent 

Shifts –  9am - 5pm (Subject to Change) 

THG Orbit is our award-winning, accredited Customer Service and Experience solution, offering world-class support to THG brands and Ingenuity clients.  We optimise services, enhance customer experiences, and foster brand loyalty, ensuring a seamless journey from start to finish.  We proactively identify and implement optimisation opportunities. Beyond scaling brands, THG Orbit enhances automation, reduces costs, and drives performance through digital innovation and efficiency. 

As a customer service agent, you’ll be the first point of contact for our valued customers, assisting with a wide range of inquiries – from product advise to resolving order issues. You’ll engage with customers across various communication channels, including live chat, phone, email and social media, ensuring that every interaction reflects our commitment to outstanding service.  

Key Responsibilities: 

The role will be based in a newly established US office, where the chosen individual will be responsible for building a strong customer service presence to support all brands and client needs across the US territory. 

• You will be the first point of contact across our Customer Service platforms, supporting customers across our many Ingenuity brands!  
• You will ensure that all customer inquiries, issues, and complaints are addressed promptly and professionally, maintaining the company’s reputation for excellent service. So, if you’re ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you! 
• Work towards achievable department targets while maintaining high-level quality at each point of contact. 
• Engaging with customers daily in a polite, professional manner. 
• Assisting customers with all queries regarding product advice and general customer service queries. 
• Working across multiple platforms such as phone calls, live chat, social media and emails. 

Role Requirements: 

• Communication: Clear and effective communication with both customers and team members, including active listening and conflict resolution. 
• Excellent written and verbal skills: Must maintain a high level of quality throughout all customer interactions. 
• Customer-Centric Approach: Empathy and focus on delivering exceptional service, ensuring customer satisfaction and loyalty in a professional manner. 
• Problem-Solving: Ability to quickly analyze issues and find effective solutions, especially in challenging or high-pressure situations. 
• Decision-Making: Confident and timely decision-making, particularly when handling customer issues. 
• Adaptability: Flexibility in responding to changing customer needs, business priorities, or operational challenges. 
• Must have at least 1+ years in a call Centre environment or Customer Service role.