Customer Experience Representative I - Retail

Date:  Jan 31, 2024
Job Requisition ID:  944
Company:  HBI Supply Chain Costa Rica S. de R.L.
Brand:  Any Brand

CR, 40104

HanesBrands Inc. is a global company with more than 48,000 associates in 30 countries, all working together to create the world’s best apparel to include iconic brands such as Champion, Hanes, Bali, Bonds, and many more. We offer enormous opportunities for creative thinkers, for people with a passion for consumers, and for people who think like business owners. We’re building a truly inclusive culture, where people of different backgrounds, races, cultures and experiences come together to make us stronger. We are a sustainable company committed to making a positive difference in our communities around the world.

We are searching for a Retail Customer Experience Representative II, responsible for understanding and solving escalated or more complex retail consumer issues by phone, email, or chat with an attention to detail. The primary purpose of this position is to prevent and manage product liability claims and solve customer complaints regarding the quality of the merchandise. Manage multiple duties through different channels (phone, email or chat) and applications for the high priority customers. 


  • Resolve complex retail customer issues by phone, email or chat as well as online review websites, social media and other channels directly from the customer that requires extensive product and product functionality knowledge.
  • Communicates with accurate information promptly with customers about retail store locations, store display feedback, specific product details, and order inquiries using multiple tools and applications.
  • Resolve customer’s difficulties or complaints in an effective way using Hanesbrands’ voice over various channels including rating and review and public social media websites.
  • Contribute to managing the department sample program and continually learn and be knowledgeable about the vast HBI product line and act as the product and brand resource/expert in the customer experience center.
  • Ability to read, understand and communicate garment specifications with working knowledge of the construction, manufacturing, functionality, and materials of the garment.
  • Must be able to handle personal, sensitive, and confidential customer information with discretion and document details with specificity in the case management system.
  • Using strong decision making skills, propose brand building solutions to consumers with product returns, replacements or refunds and follows through on consumers’ requests to the consumers’ satisfaction.
  • Manage customer contacts for potential product defects or issues and probes customer to understand the complete nature of the potential quality concern with the highest ethical standards.
  • Create user content and actively maintain the product information of the Customer Experience Center’s knowledge base on a regular basis.
  • Deliver the department training related to product, product quality, bra fit expertise and other related training issues.


  • Minimum of 2 years of experience in a customer service environment or equivalent in a call center or ecommerce contact center environment.
  • Ability to multi-task and must be able to type a minimum of 35wpm.
  • Prior training experience preferred.
  • Must have the equivalent of high school diploma or GED.
  • Must be 18 or older.

Join us in building a better working world. If you can meet the criteria above, please contact us as soon as posible.

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