Contact center Agent

Groupe Nordik; Outaouais; On-site; CAD 40,000 - 52,000; Full time

Benefits offered by this job

Telemedicine

Spa access for you and a guest

Discounts on services

On-site fitness facility

Parking and beverages

Training and development programs

Job summary

Groupe Nordik seeks a bilingual contact centre representative to manage reservations and assist guests by phone, chat, and email. You will be at the heart of our wellness operations, open seven days a week, 364 days a year.

The role requires a high school diploma and at least 2 years in sales or customer service; bilingual fluency is essential, and call centre experience is a plus. Competitive benefits accompany a permanent full-time position.

Qualifications

• Hold a high school diploma.
• Possess a minimum of 2 (two) years of experience in sales and/or customer service.
• Be bilingual (French and English) — essential to support our operations outside Quebec.
• Call centre experience is considered an asset.

Responsibilities

• Provide assistance to guests by phone, chat and/or email.
• Answer questions and facilitate problem resolution.
• Provide product recommendations and/or complete the sales cycle based on guest needs.
• Recognize and act on upselling opportunities.
• Recognize when to elevate issues or complaints to supervisors, based on the guest interaction.
• Gather information and document interaction details to ensure appropriate follow-up on guest requests.
• Adhere to contact centre standards for customer service excellence, including scripts and procedures.
• Follow up on all internal requests, as needed.

Skills

Bilingual (French & English)

Communication skills

Multitasking

Interpersonal skills

Attention to detail

Analytical thinking

Education

High school diploma

Job description

Creators of unique Canadian Spa Villages, Groupe Nordik brings exceptional wellness experiences to life in all its destinations.

Nordik Spa Village Chelsea, Thermea Spa Village Winnipeg and Thermea Spa Village Whitby

Supported by a team of over 800 passionate employees, we combine innovation, expertise and teamwork to push the boundaries of wellness. Every team at Groupe Nordik plays a key role in bringing our ambitious creations to life. Each one of us is a passionate individual, united by a shared desire to make a difference.

Your Day-to-Day Mission

Our contact centre representatives are the starting and ending point of our wellness experience. From managing reservations to educating guests on the benefits of our spas, you will be at the heart of our operations, assisting guests through phone calls and online inquiries. Our contact centre supports our operations and guests at all times — we are open Monday to Sunday, 364 days a year.

What Groupe Nordik Offers You:

• Competitive salary based on Groupe Nordik's pay scale
• Access to a comprehensive benefits program, including telemedicine
• Complimentary spa access for you and a guest of your choice
• Discounts on food, massage therapy, and aesthetic services at our spas
• Free access to an on-site fitness facility
• A warm and welcoming work environment, including parking and complimentary non-alcoholic beverages
• Personalized training and development program

Your Contribution to the Team Will Include:

• Provide assistance to guests by phone, chat and/or email
• Answer questions and facilitate problem resolution
• Provide product recommendations and/or complete the sales cycle based on guest needs
• Recognize and act on upselling opportunities
• Recognize when to elevate issues or complaints to supervisors, based on the guest interaction
• Gather information and document interaction details to ensure appropriate follow-up on guest requests
• Adhere to contact centre standards for customer service excellence, including scripts and procedures
• Follow up on all internal requests, as needed

To Succeed in This Role, You Will:

• Hold a high school diploma
• Possess a minimum of 2 (two) years of experience in sales and/or customer service
• Be bilingual (French and English) — essential to support our operations outside Quebec
• Call centre experience is considered an asset

The Ideal Candidate for This Role:

• Communicates effectively, both verbally and in writing, in French and English
• Manages multiple tasks at once
• Demonstrates excellent interpersonal skills
• Shows analytical thinking and attention to detail

Work Schedule and Status:

• Permanent full-time positions
• Flexible availability is required