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Senior Specialist TCOM Guest Services
Years of Experience Desired: 0-1+ year
About us: Target is an iconic brand, a Fortune 50 company and one of America’s leading retailers...
The Target Enterprise Services (TES) organization is close to the action when it comes to communication—
whether with guests or Target team members. From guest service professionals and product designers to vendor
managers and financial and workforce management analysts, TES comprises several key and high-visibility
areas that elevate and nurture Target’s distinctive reputation. We cultivate loyalty and satisfaction through
exceptional service and support.
TES includes several contact centres focused on the quick and seamless resolution of a variety of issues. From
RED card® Guest Services to the Client Support Centre, we pride ourselves on infusing every interaction with
that signature Target service that guests and team members alike have come to expect. We directly support
Target’s bottom line through building guest loyalty as the retailer of choice and taking care of our team members
so that they can get back to the work they do best, from headquarters to stores to distribution centres. Guest
Services handles all guest inquiries, issues, reviews, and comments relating to Target.com orders, Stores and
site issues.
As a Senior Specialist in Guest Services, you’ll provide a branded experience with every contact by engaging the
guest via Guest Services platform to deepen the relationship and drive loyalty and sales. You’ll be empowered to
make decisions and resolve guest concerns in a courteous, helpful manner by providing excellent guest service
skills, strong work ethic and integrity. You’ll learn new technology and solve problems using all available
resources and knowledge. You will interact with teams across Target to effectively resolve guest issues in a
timely manner, and be responsible for identifying, evaluating, and communicating guest trends to leadership in a
prompt manner. You’ll need to adapt quickly to the changing needs of the business while displaying a positive
attitude and professionalism in interactions both internally and externally. You’ll maintain department
performance standards and goals related to performance and quality service and have a thorough understanding
of policies and procedures to support compliance. You will work in a multi-channel environment (e-mails, phone
calls, chat, letters and other non-guest facing work types) and need to prioritize work accordingly, while working
independently in a fast-paced service centre environment.
Job duties may change at any time due to business needs.
About you:
• Bachelor’s Degree from an Accredited University.
• 0 to 1 year of previous customer service experience, preferably in Chat/E-mail environment.
• Ability to interact with guests, team members and internal business partners with a professional, friendly,
and empathetic style
• Excellent verbal and written communication skills, including listening and negotiating.
• Experience dealing with escalated guest complaints
• Ability to use various information sources to answer questions, identify problems and appropriately
resolve guest issues
• High on critical thinking, problem solving and ownership, Strong bias for action
• Open to work in 24/7 shifts, preferably working in US time zones
Good to have:
• US cultural awareness, Previous experience working for US processes
This description is intended as a guide only. The listed duties may be changed at the discretion of the
incumbent’s supervisor.
