Customer Care Agent (Bilingual French/English)

SSENSE; Montreal; Hybrid; CAD 30,000 - 60,000; Full time

Job summary

A global technology platform in Montreal is seeking a dedicated Customer Service Representative to provide exceptional service to upscale international clientele via phone, email, and chat. The ideal candidate will possess a minimum of 2 years' experience in customer service, be bilingual in French and English, and have a keen interest in fashion. This role offers hybrid work flexibility and comprehensive benefits including health coverage and employee discounts.

Benefits

Extended health and dental benefits

Parental top up program

Generous Employee Discount

Telemedicine access

Savings and retirement plan matching

Gender Affirmation Coverage

Opportunity to work with cutting edge technologies

Qualifications

• Minimum of 2 years of customer service experience in a call center environment.
• Excellent written and verbal communication skills in French and English.
• Interest in fashion and products.

Responsibilities

• Provide exceptional service to international clientele via phone, email, and chat.
• Assist 40-50 customers a day and meet daily KPIs with a 94% satisfaction score.
• Collaborate with colleagues to resolve customer complaints.

Skills

Customer service experience

Bilingual communication (French and English)

Tech savvy

Multitasking ability

Tools

Zendesk

Talkdesk

Slack

Gmail

Job description

Company Description

SSENSE is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else™. SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views.

Job Description

• Provide exceptional service to an upscale international clientele via telephone, email and chat while maintaining a positive, empathetic and professional attitude toward customers
• Offer assistance and solutions that will result in increased customer satisfaction
• Assist 40-50 customers a day and meet daily KPIs by maintaining a customer satisfaction score of 94% or above
• Provide order and returns status to customers and explain policies and procedures
• Action customer orders
• Collaborate with colleagues when necessary to resolve customer complaints, and elevate as needed
• Provide feedback to the team and management about customer trends

Perks And Benefits

• $19.00 per hour
• Extended health and dental benefits, including comprehensive mental health programs and coverage
• Parental top up program
• Generous Employee Discount
• Access to telemedicine and employee and family assistance program
• Savings and retirement plan matching contributions
• Gender Affimation Coverage
• Opportunity to work with cutting edge technologies and an innovative team that’s pushing the boundaries of technology

Qualifications

How To Excel In This Role:

• A minimum of 2 years of customer service experience, preferably in a call center environment
• Excellent written and verbal communication skills in both French and English as you will be servicing clients in both languages daily
• Open to work from Monday to Friday and during weekends according to business needs
• An interest in fashion and products

What Sets You apart

• Able to work autonomously from home with minimal supervision.
• Tech savvy and capable of troubleshooting common tech issues with minimal support (wifi, VPN, etc).
• Proficient at multitasking. Agents work with two screens and seven core applications (Zendesk, Talkdesk, Slack, Gmail).
• Good communication and negotiation skills, strong judgment and autonomy.

Additional Information

• #LI-Hybrid, Hybrid
>