Hybrid Bilingual Skincare Customer Service Advisor

Dermalogica; Toronto; Hybrid; 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 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.