Customer Care Representative

Laura Canada; Laval; On-site; CAD 36,000 - 48,000; Full time

Job summary

Laura Canada is hiring a Customer Service Representative to deliver an exceptional customer experience for Laura and Melanie Lyne customers. You will manage inbound phone inquiries, emails, and live chat with a customer-centric approach, aiming for quick resolutions and high satisfaction across channels.

The role requires strong communication, problem-solving, and teamwork skills, with the flexibility to work full-time including evenings and weekends.

Qualifications

• One year of experience in customer service or a call centre environment is preferred.
• Previous retail experience is considered an asset.
• Availability to work full-time with a flexible schedule, including weekdays, evenings, and weekends.
• Ability to multitask, adapt to changing priorities, and learn new processes quickly.
• Strong interpersonal skills, with an empathetic and customer-focused approach to understanding and addressing customer needs.
• Excellent problem-solving, organizational, and time-management skills.
• Strong teamwork and collaboration skills, with the ability to work effectively in a team-oriented environment.
• Proficiency in computer applications and the ability to navigate multiple systems efficiently.

Responsibilities

• Handle inbound calls, emails, and live chat to deliver timely responses.
• Maintain a customer-centric approach in all interactions with professionalism and empathy.
• Resolve customer concerns professionally and efficiently while upholding service standards.
• Address inquiries related to in-store experiences, product availability, online shopping, shipping and order tracking, promotions, returns, and other matters.
• Investigate complaints and identify service gaps for continuous improvement.
• Escalate technical issues and service-related concerns per established procedures.
• Document all inquiries and resolutions in the designated case management system.
• Collaborate with other departments on cross-functional projects and company policies.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Teamwork

Adaptability

Time management

Job description

Reporting to the Manager of Customer Care, the Customer Service Representative is responsible for delivering an exceptional customer experience and maintaining a high level of customer satisfaction for Laura and Melanie Lyne customers. The ideal candidate has strong communication and problem-solving skills, and is comfortable managing inbound phone inquiries, responding to customer emails, and providing support across multiple communication channels.

Critical Functions

• Manage multiple communication channels simultaneously, including phone calls, emails, and live chat, while maintaining accuracy and responsiveness.
• Maintain a customer-centric approach in all interactions, demonstrating professionalism, empathy, and a commitment to service excellence.
• Resolve customer concerns professionally and efficiently, ensuring a positive customer experience and maintaining the company's service standards.
• Respond to customer inquiries related to in-store experiences, product availability, online shopping assistance, shipping and order tracking, promotions, returns, and other customer service matters.
• Investigate customer complaints and identify potential service gaps or failures to support effective resolution and continuous improvement.
• Escalate technical issues and service-related concerns to the appropriate teams in accordance with established procedures.
• Provide timely and professional responses in accordance with company policies, procedures, and established Service Level Agreements (SLAs).
• Document all inbound technical and service-related inquiries, interactions, and resolutions in the designated case management system.

Additional Responsibilities

• Contribute to a collaborative team environment and support ongoing efforts to improve service quality, operational efficiency, and the overall customer experience.
• Provide support to other departments as required and contribute to cross-functional initiatives, special projects, and other assigned duties.
• Comply with all current and new company policies, procedures, and guidelines, including those related to Loss Prevention, Health and Safety, and Human Resources.

Requirements and Qualifications

• One year of experience in customer service or a call centre environment is preferred.
• Previous retail experience is considered an asset.
• Availability to work full-time with a flexible schedule, including weekdays, evenings, and weekends.
• Ability to multitask, adapt to changing priorities, and learn new processes quickly.
• Strong interpersonal skills, with an empathetic and customer-focused approach to understanding and addressing customer needs.
• Excellent problem-solving, organizational, and time-management skills.
• Strong teamwork and collaboration skills, with the ability to work effectively in a team-oriented environment.
• Proficiency in computer applications and the ability to navigate multiple systems efficiently.

Don't miss this opportunity to join an exceptional team!