Customer Care Agent (Bilingual French / English)

SSENSE; Montreal; On-site; CAD 39,000 - 46,000; Full time

Job summary

A leading company in Montreal seeks a Customer Care Agent Level 1 to deliver exceptional service to an upscale clientele. Responsibilities include managing customer inquiries via phone, email, and chat, ensuring high satisfaction scores, and collaborating with colleagues to resolve issues. Ideal candidates will have strong communication skills in both French and English, with a minimum of 2 years in customer service. Join an innovative team and enjoy comprehensive benefits including health coverage and employee discounts.

Benefits

Extended health and dental coverage

Mental health programs

Parental top-up

Employee discounts

Telemedicine

Employee assistance programs

Retirement plan matching

Qualifications

• Minimum of 2 years of customer service experience, preferably in a call center.
• Excellent written and verbal communication skills in French and English.

Responsibilities

• Provide exceptional service to upscale international clientele.
• Assist 40-50 customers a day and meet daily KPIs.
• Process customer orders and provide feedback on trends.

Skills

Communication

Customer Service

Multitasking

Technical Troubleshooting

Tools

Zendesk

Slack

Gmail

Job 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, with approximately 70% of its audience between the ages of 18 to 40.

Job Description

Reporting to the Team Leader of Customer Care, the Customer Care - Agent Level 1 is responsible for handling inbound and outbound international customer requests via telephone, email, and chat. They will ensure that each touchpoint across the customer journey is engaging, efficient, and effective. The Customer Care Agent I is a strong communicator, patient, focused, and dedicated to providing an exceptional customer experience.

Responsibilities

1. Provide exceptional service to an upscale international clientele via telephone, email, and chat while maintaining a positive, empathetic, and professional attitude toward customers.
2. Offer assistance and solutions that will result in increased customer satisfaction.
3. Assist 40-50 customers a day and meet daily KPIs by maintaining a customer satisfaction score of 94% or above.
4. Provide order and returns status to customers and explain policies and procedures.
5. Process customer orders.
6. Collaborate with colleagues when necessary to resolve customer complaints and escalate as needed.
7. Provide feedback to the team and management about customer trends.
8. Compensation: $19.00 per hour.
9. Benefits include extended health and dental coverage, mental health programs, parental top-up, employee discounts, telemedicine, employee assistance programs, and retirement plan matching.
10. Opportunity to work with cutting-edge technologies within an innovative team pushing the boundaries of technology.

Qualifications

How To Excel In This Role:

1. A minimum of 2 years of customer service experience, preferably in a call center environment.
2. Excellent written and verbal communication skills in both French and English, as servicing clients in both languages is required.
3. Work schedule: Monday to Friday, between 8:30 am and 8:00 pm.
4. An interest in fashion and products.

What Sets You Apart

1. Ability to work autonomously with minimal supervision.
2. Tech-savvy with the ability to troubleshoot common technical issues (Wi-Fi, VPN, etc.).
3. Proficient at multitasking, working with two screens and seven core applications (Zendesk, Slack, Gmail).
4. Good communication and negotiation skills, strong judgment, and autonomy.