Customer Service Expert - Part Time

ALDO Group; Montreal; Hybrid; CAD 26,000 - 29,000; Full time

Benefits offered by this job

Hybrid schedule

On-site discounts

Flexible work options

Equipment provided

Job summary

The Aldo Group is seeking a Customer Service Expert to guide customers through their fashion purchases across North America, interacting via calls, chats, and emails. You will be the main contact for ALDO banners including ALDO, Sperry, Call It Spring and G.H.

Bass, providing friendly support and building brand loyalty. Based at our Ville Saint-Laurent Head Office, you will work a hybrid schedule with most days in-office and remote attendance during training.

Qualifications

• 1 to 3 years’ experience in the retail industry or customer service
• Fluent in French and English, with clear communication
• Outgoing and connection-driven personality

Responsibilities

• Serve as the point of contact for North American customers across ALDO banners (ALDO, Sperry, Call It Spring, G.H. BASS)
• Handle inbound calls, chats and emails to resolve issues and drive first contact resolution
• Document interactions in the CRM following established processes
• Maintain product and process knowledge to meet performance metrics
• Represent the ALDO Group culture and values in interactions with customers

Skills

Bilingual FR/EN

Customer service

Strong communication

Team player

Tools

Microsoft 365

GSuite

Job description

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Company: The Aldo Group Inc / Le Groupe Aldo Inc.

About the ALDO Group

Specializing in stylish and accessible footwear, handbags, and accessories, the ALDO Group has been around for more than 50 years. With over 1,500 stores in more than 100 countries, weoperateunder two signature brands, ALDO and Call It Spring, and we are the core footwear partner for Sperry in North America. The ALDO Group is also an industry-recognized wholesale licensed partner, specializing in the design, sourcing, and distribution of fashion footwear, handbags, and accessories. Our diverse portfolio includes household brands such as ROXY, Brooks Brothers, Ted Baker, Hunter, and G.H.BASS. In addition to our head office in Montreal, the ALDO Groupmaintainsinternational offices in Europe and Asia.For more information,visitwww.aldogroup.com .

Enjoymeaningfulrecognition, flexibleworkoptions,greaton‑siteperks,generousdiscounts, and the pride ofbeingpart of a brandthatleadswithpeople, theplanet, anditspartnersatheart.

Location ofHeadoffice

905 Hodge, Ville Saint-Laurent
Hybrid schedule:1to2 days in officeper week

Job Overview

Reporting to the Team Leader of the Customer Contact Centre, the Customer Service Expert will guide our customers through their shopping journey, ensuring an exceptional and memorable experience.

Your primary responsibility will be to serve as the main point of contact for customers across North America for ALDO Group banners including ALDO, SPERRY, CALL IT SPRING, and G.H. BASS. You will support customers throughincoming calls, chats, and emailswhile creating personal connections that strengthen brand loyalty across all banners.

This rolerequires the ability tocommunicate in bothFrench and English, as our team services customersacross North America, including a high volume of customers from the United States.

The ALDO Group will provide the necessary equipment, including a laptop, keyboard, monitor, headset, and mouse. You will need a dedicated workspace or separate room, free from distractions, with a stable high-speed internet connection.

Compensation
$19.00 per hour, with the possibility of a monthly performance-based bonus.

Hour of Operations

Monday-Friday: 9:00 am to 5:00 pm EST

*Including Quebec statutory holiday

Monday,September 21

Schedule

Available to work a minimum of 22.5 hours per week , including Monday, Wednesday, and oneadditionalshift based on business needs .

Available to work in-office on Mondays , with flexibility based on operational needs.

Training Requirements:

Mustbe available to attend theinitialgroup training session from September 212026toOctober 2,2026 , from 9:00 AM to 5:00 PM EST . No exceptions.

Must be available to work from our Ville Saint-Laurent Head Office, on Mondays, with remote attendance via Microsoft Teams Tuesday through Friday during training.

Must successfully complete all knowledge quizzes and the final assessment with a minimum score of 85% .

May berequiredto review training material outside scheduled training hours as needed.

Key Responsibilities:

Serve as the point of contact for SPERRY, ALDO, CALL IT SPRINGandG.H.BASScustomers across North America,incomingcalls,handlingchatsandemails, while making a personal connection to deepen the brand.

Manage customer purchase needs and resolve post-purchase issues from start to finish, always prioritizing a First Contact Resolution approach.

Document all interactions in our Customer Relation Management Platform while following the established processes.

Maintain knowledge and proceduralexpertise, consistently meeting or exceeding key performance metricsestablishedby your manager

Act as an ambassador for the ALDO Group,representingthe company’s culture and values of Love, Respect, and Integrity positively and professionally.

To qualify for this role, you must have…

1 to 3years’ experiencein the retail industry or customer service role

Strong communicationskills inboth French and English, with the ability to conveycomplexconcepts clearly and adapt to customers.

An outgoing individual who is passionate about people and loves to make connections while delivering memorable and exceptional customer experiences

Knowledge inMicrosoft 365orGSuitewould be an asset.

Strong Computer skills, work ethic, autonomy, and flexibility.

Self-starters who are comfortable taking initiative. Keen problem solvers with a unique ability to “think on their feet.”

Team player with proven ability to prioritize, organize, andmultitaskwith excellent attention to detail and priorities.

To be a great fit, you must…

Be fully comfortable communicating in French and English, as required by our North American customer base.

Thrive in a fast-paced customer serviceenvironment.

Be a positive, empathetic team player with a friendly attitude.

Ability to take ownership and independently resolve customer situations while being creative.

Natural passion for helping customers while being proactive and exceeding expectations.

Be passionate about fashion retail and have a good business sense

Building a culture ofbelonging

Wefirmly believethat the diversity of backgrounds, perspectives, and identities is a fundamental strength of the ALDO Group. We welcome applications from all backgrounds and are committed to providing a safe, respectful, and equitable work environment where everyone can reach their full potential and find their fit.