Customer Service Advisor - Bilingual

Dermalogica; Toronto; On-site; CAD 38,000 - 52,000; Full time

Benefits offered by this job

Monthly product allocation

RRSP matching

Health, vision, and dental coverage

Maternity/paternity top-up & fertility

Paid time off & personal days

Fitness subsidy

Mental health support tools

Job summary

Dermalogica is seeking a passionate Bilingual Customer Service Advisor focused on delivering exceptional experiences and building meaningful relationships with customers, skin centers, and internal teams.

You will manage orders via phone, chat, and email while promoting products, resolving issues, and documenting insights to improve service. Hybrid work in downtown Toronto with a strong emphasis on teamwork and customer satisfaction.

Qualifications

• Minimum high school diploma or equivalent, with 1 year of customer service experience preferred.
• Bilingual in English and French.
• Licensed/qualified Skin Therapist preferred, or equivalent professional skincare/customer service experience.
• Demonstrated ability in Microsoft Office, with emphasis on Excel and Word.
• Exceptional communication skills on written & phone.
• Ability to multi-task and prioritize.
• Good organization skills and ability to prioritize.
• Ability to work well in a team environment.
• Ability to work in a fast-paced team environment.
• Strong Customer Service orientation and relationship building.
• Strong attention to detail.
• Strong conflict resolution and sound problem solving skills.
• Experience with CRM platforms such as Gorgias, Sugar and/or Shopify is an asset.
• Strong knowledge of skincare, skin treatments, and client consultation is an asset.

Responsibilities

• Receives and processes orders via phone, chat and email by accounts and in-house departments, including corrections and changes.
• Promotes additional customer sales by providing information on new products, reformulated products, and product promotions including freight incentives, discounts, etc.
• Works effectively with all departments, co-workers, customers, and others by sharing ideas in a constructive and positive manner.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Prepares product or service reports by collecting and analyzing customer information.
• Innovate and bring forth ideas to the customer service department to continuously improve customer satisfaction and department efficiency.
• Vet new leads and manage them according to established criteria, ensuring leads are accurately documented and routed to the appropriate Sales Representative for timely follow-up.
• Continually assist Senior Customer Service associate on other projects as requested.
• Created Return Merchandise Authorizations (MRAs) when required.
• Responds to Account/Consumer/Staff inquiries, including all chat platforms and related emails, within a 24-hour period.
• Recommends potential products by collecting customer information and analyzing customer needs.
• Maintains accuracy of the orders by confirming the items and quantities that are requested, as well as the total cost of the order.

Skills

Bilingual English/French

Customer service

Communication

Teamwork

Problem solving

Multi-tasking

Education

High school diploma or equivalent

Tools

Microsoft Excel

Microsoft Word

Gorgias

SugarCRM

Shopify

Job description

Dermalogica is seeking a passionate and customer-focused Bilingual Customer Service Advisor who is passionate about delivering exceptional experiences and building meaningful relationships. In this role, you will go beyond traditional customer service by serving as a trusted partner to consumers, skin centers, and internal teams. Through proactive support, solution-oriented thinking, and a commitment to exceeding expectations, you will help bring the Dermalogica experience to life, creating positive interactions that empower our customers and partners to succeed.

GENERAL ROLE & RESPONSIBILITIES:

CUSTOMER RELATIONS ADVISOR

• Receives and processes orders via phone, chat and email by accounts and in- house departments, including corrections and changes
• Promotes additional customer sales by providing information on new products, reformulated products, and product promotions including freight incentives, discounts, etc.
• Works effectively with all departments, co-workers, customers, and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Prepares product or service reports by collecting and analyzing customer information.
• Innovate and bring forth ideas to the customer service department to continuously improve customer satisfaction and department efficiency
• Vet new leads and manage them according to established criteria, ensuring leads are accurately documented and routed to the appropriate Sales Representative for timely follow-up
• Continually assist Senior Customer Service associate on other projects as requested
• Created Return Merchandise Authorizations (MRAs) when required
• Responds to Account/Consumer/Staff inquiries, including all chat platforms and related emails, within a 24-hour period
• Recommends potential products by collecting customer information and analyzing customer needs
• Maintains accuracy of the orders by confirming the items and quantities that are requested, as well as the total cost of the order

ESSENTIAL SKILLS, KNOWLEDGE AND EXPERIENCE:

• Minimum high school diploma or equivalent, with 1 year customer service experience preferred
• Bilingual in English and French
• Licensed/qualified Skin Therapist preferred, or equivalent professional skincare/customer service experience.
• Demonstrated ability in Microsoft Office, with emphasis on Excel and Word.
• Exceptional communication skills on written & phone
• Ability to multi-task and prioritize
• Good organization skills and ability to prioritize
• Ability to work well in a team environment
• Ability to work in a fast-paced team environment
• High integrity – acts (and ensures others act) in accordance with Company Principles and ethical standards of professional conduct; refuses to violate ethical standards or condone violations by others
• Able to work well in a fast-paced environment
• Strong Customer Service orientation and relationship building
• Strong attention to detail
• Strong conflict resolution and sound problem solving skills
• Experience with CRM platforms such as Gorgias, Sugar and/or Shopify is an asset
• Strong knowledge of skincare, skin treatments, and client consultation is an asset

WORKING CONDITIONS:

Hybrid work schedule that allows employees to work in the office 60% of the time, with flexibility to work from home 40% of the work week. Office located downtown Toronto.

Why Join Us?

• Monthly product allocation
• RRSP matching
• Comprehensive health, vision, and dental coverage
• Maternity/paternity top-up & fertility benefit
• Paid time off and personal days
• Fitness subsidy
• Mental health support tools

At Dermalogica, we champion the success of skincare professionals through innovation, education, and a commitment to excellence. Join us and be part of a mission-driven brand that puts people first.

Our commitment to you:

Dermalogica is committed to diversity and inclusion to enhance our business outcomes and create a brighter future for our diverse employees, global consumers, partners, and communities.

We welcome applications from visible minorities, individuals with disabilities, and members of the LGBTQ2+ community and encourage applicants to self-identify.

All Canadians have the right to equality in the workplace.

who we are:

Dermalogica continues to dominate the professional skin care industry with distribution in over90 countries.Known worldwide as the premiere Skin Therapist’s choice for offering the most respected professional skin care line, we are also recognized for our renowned postgraduate education.

Our entrepreneurial spirit, hands-on environment and fast-paced culture encourages employees to be their best, bringing innovative solutions to reach the skin care professional and consumer. We are highly energetic, passionate, and results oriented. You will find that Dermalogica is a very special place, with tremendous opportunities ahead for us, all building upon a record of achievement.

The challenge is to build on the legacy of our brand, our experienced team, and our industry leading education to deliver profitable growth. One of the key elements for our success, and critical for our growth, is bringing in the right people to join our team. We invite you to come and make a difference and grow your career with the global leader in skin care.

Recruitment Process:

Recruitment Process: Dermalogica Canada does not use AI to screen, assess, or make hiring decisions. Every application is reviewed by a member of our hiring team.