Online Consumer Research Participant

GL Inc; Laurentides; Hybrid; CAD 33,000 - 39,000; Full time

Benefits offered by this job

Competitive pay

Hybrid schedule

Remote work option

Personal days

Team events

Employee discounts

Equipment provided

Job summary

Randstad Canada is seeking a Customer Care Agent to support online orders and the store network from Laval. You will manage post-sales inquiries by email and phone, collaborating with e-commerce and operations to resolve issues and ensure smooth case tracking.

The role offers a hybrid full-time schedule (4 days in-office in Laval, Fridays work-from-home) or flexible remote options for part-time, with a focus on quality writing and timely responses.

Qualifications

• Minimum 1 to 2 years in customer service (retail, call center, restaurant, or online support).
• Functional bilingualism in French and English for interprovincial collaboration.
• Tech-savvy with ability to learn management software fast (Zendesk or ERP is an asset).

Responsibilities

• Handle and resolve post-sale customer requests via email and ticketing system (80–85% of daily duties).
• Resolve online order issues (delivery address corrections, tracking for missing or damaged packages).
• Make outbound calls to franchise stores to verify order processing status and resolve complex situations.
• Collaborate with internal teams (e-commerce, operations, technical support) to ensure seamless case tracking.
• Perform daily checks and maintain up-to-date tracking reports across software platforms.
• Deliver accurate, courteous written responses to achieve optimal first-contact satisfaction.

Skills

French proficiency

English proficiency

Detail-oriented

Punctual

Tools

Zendesk

ERP system

Job description

Customer Care Agent - Laval

Our client, a leading retailer in the sporting goods and outdoor gear industry, is seeking a passionate and detail-oriented Customer Service Representative to join their dynamic team based in Laval.

In this exciting role, you will be at the heart of post-sales operations, delivering exceptional support to online customers and the retail store network. Whether you are looking for a full-time position or a flexible part-time schedule, this opportunity allows you to thrive in a friendly, collaborative environment focused on service excellence.

As the primary point of contact for online order post-sale support, your main focus will be managing customer inquiries via email and phone, ensuring high-quality resolution for every issue.

Advantages

• Competitive Pay: 24 to 28$ per hour (commensurate with experience)
• Flexible Work Model:
• Full-Time: Hybrid schedule (4 days in-office in Laval, work-from-home on Fridays).
• Part-Time: Remote work available (following initial training).
• Hours: Full-time (37.5 hours/week) or flexible part-time options.
• Personal Days: Bank of 12 flexible work-from-home days per year for personal needs.
• Team Culture: Regular social activities and team events (food truck lunches, themed events).
• VIP Perks: Exclusive ticket raffles for major sports and cultural events in VIP suites.
• Discounts: Generous employee discounts on all store products.
• Work Environment: Casual atmosphere, welcoming team, and full computer equipment provided.

Responsibilities

• Handle and resolve post-sale customer requests submitted via email and ticketing system (approx. 80–85% of daily duties).
• Resolve online order issues (delivery address corrections, carrier tracking for missing or damaged packages).
• Make outbound calls to franchise stores to verify order processing status and resolve complex situations.
• Collaborate with internal teams (e-commerce, operations, technical support) to ensure seamless case tracking.
• Perform daily checks and maintain up-to-date tracking reports across software platforms.
• Deliver accurate, courteous, and thorough written responses to achieve optimal first-contact customer satisfaction.

Qualifications

• Experience: Minimum 1 to 2 years in customer service (retail, call center, restaurant, or online support).
• Track Record: Demonstrated job stability over recent years.
• French Proficiency: Excellent spoken and written French (impeccable writing skills required).
• English Proficiency: Functional bilingualism in English (spoken and written) for interprovincial collaboration.
• Tech Skills: Tech-savvy with a fast learning curve for management software (experience with Zendesk or an ERP system is an asset).
• Key Traits: Detail-oriented, highly reliable, punctual, and well-organized.
• Soft Skills: Positive attitude, strong team spirit, and a good sense of humor.

Functional English bilingualism is required for this role. While the vast majority of daily customer communications occur in French (~97%), you will regularly interact with internal administrative, financial, and operational teams located outside Quebec (notably corporate finance based in Calgary), as well as occasional English-speaking third parties and clients.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle.