Customer Service Expert - Part Time

ALDO Group; Montreal (administrative region); Hybrid; CAD 25,000 - 30,000; Full time

Benefits offered by this job

Discounts

Hybrid work model

Office environment

Job summary

ALDO Group in Montreal is seeking a Customer Service Expert to guide customers through their shopping journey across North America for ALDO banners. You will handle calls, chats, and emails, creating personal connections that build brand loyalty.

Bilingual in French and English is required. The role offers hybrid work with 1–2 days in the Ville Saint-Laurent head office, training from Sept 21 to Oct 2, 2026, and a $19/hour base pay with a possible monthly bonus.

Qualifications

• College degree required.
• 1–3 years’ experience in retail or customer service.
• Bilingual in French and English; strong communication skills.
• Strong problem solving and multitasking abilities.

Responsibilities

• Serve as primary contact for North America customers across ALDO, SPERRY, CALL IT SPRING and G.H.BASS.
• Handle incoming calls, chats, and emails to resolve issues and upsell where appropriate.
• Document interactions in the CRM platform per processes.
• Meet or exceed key performance metrics set by management.
• Represent the ALDO Group culture with professionalism and positivity.

Skills

Bilingual FR/EN

Customer service

Communication

Problem solving

Multitasking

Team player

Education

College degree

Tools

Microsoft 365

GSuite

CRM software

Job description

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, we operate under 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 Group maintains international offices in Europe and Asia. For more information, visit www.aldogroup.com.

Enjoy meaningful recognition, flexible work options, great on‑site perks, generous discounts, and the pride of being part of a brand that leads with people, the planet, and its partners at heart.

Location of Head office

905 Hodge, Ville Saint-Laurent

Hybrid schedule: 1to 2 days in office per 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 through incoming calls, chats, and emails while creating personal connections that strengthen brand loyalty across all banners.

This role requires the ability to communicate in both French and English, as our team services customers across 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

Start date

Monday, September 21

Schedule

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

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

Training Requirements:

• Must be available to attend the initial group training session from September 21 2026 to October 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 be required to review training material outside scheduled training hours as needed.

Key Responsibilities:

• Serve as the point of contact for SPERRY, ALDO, CALL IT SPRING and G.H.BASS customers across North America, incoming calls, handling chats and emails, 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 procedural expertise, consistently meeting or exceeding key performance metrics established by your manager
• Act as an ambassador for the ALDO Group, representing the company’s culture and values of Love, Respect, and Integrity positively and professionally.

To qualify for this role, you must have…

• College degree
• 1 to 3 years’ experience in the retail industry or customer service role
• Strong communication skills in both French and English, with the ability to convey complex concepts 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 in Microsoft 365 or GSuite would 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, and multitask with 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 service environment.
• 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 of belonging

We firmly believe that 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.