Senior Contact Centre Agent

Groupe Nordik Inc.; Gatineau; Sur place; CAD 36 000 - 41 000; Plein temps

Résumé du poste

Groupe Nordik Inc. in Gatineau is seeking a Senior Contact Center Agent to deliver personalized service, drive sales opportunities, and ensure a memorable customer experience. The role focuses on coordinating complex client needs across multiple channels and supporting spa operations.

The team handles a dynamic schedule from Friday to Tuesday, with shifts designed to meet seven-day operation and VIP guest follow-ups as part of a collaborative culture.

Qualifications

• Be fully bilingual (French and English), both spoken and written.
• Minimum 3 years in a contact center or customer service role with sales.
• Strong communication, adaptability, and teamwork skills.

Responsabilités

• Onboard, train, and coach new team members to ensure high team performance.
• Act as liaison between agents and managers, providing guidance and support.
• Manage gift certificates and handle customer complaints promptly and professionally.
• Support spa operations by adapting the guest experience and collaborating with colleagues.
• Handle multi-channel interactions (phone, email, chat, SMS, social media).
• Identify and seize sales opportunities to maximize revenue.
• Follow up with VIP clients and manage reservations, including group bookings.
• Maintain high service standards and adapt to a dynamic environment.

Connaissances

Sales & customer service

Communication skills

Teamwork

Autonomy

Formation

High school diploma

DEP/DEC/AEC in customer service, hospitality, or administration (asset)

Description du poste

Groupe Nordik is the leading creator of wellness spa villages, including the largest spa (Chelsea, QC) and the largest event sauna (Whitby, ON) in North America.

Since opening our doors in 2005, we have grown to now welcome over 500,000 visitors per year across our 3 existing locations (Nordik Spa Village | Chelsea (QC), Thermëa Spa Village | Winnipeg (MB), and Whitby (ON)).

Our team of 700 employees brings our operations to life through their innovative approach to well-being. Each team at Groupe Nordik plays an important role in making our ambitious creations a reality.

Every one of our colleagues is a passionate individual who wants to make a difference. This passion, combined with innovation, allows us to grow.

• A stimulating environment with ongoing challenges
• A collaborative, team-oriented culture
• Build strong relationships to better support our clients
• Be the voice and brand of the company
• Hourly rate of $25.90 to $29.72 (based on experience)
• Comprehensive benefits package (including telemedicine)
• Free access to the spa for you and a plus one
• Discounts on food, massage therapy, esthetic services, and more
• Free access to an exercise room at the workplace

What you'll do:

At Groupe Nordik, our Senior Contact Center Agents are at the heart of the customer relationship. Their role is essential in delivering personalized service, meeting client needs, maximizing sales opportunities, and ensuring a memorable customer experience.

Our contact center, open 7 days a week, reflects our commitment to customer satisfaction, with flexible hours tailored to operational needs:

• Monday to Friday: 9:00 a.m. – 9:00 p.m.
• Saturday and Sunday: 9:00 a.m. – 5:00 p.m.
• Live chat available daily from 8:00 a.m. to 9:00 p.m.

The selected candidate must be available to work shifts from Friday to Tuesday between 8:00 a.m. and 9:00 p.m. Schedule is subject to change based on operational needs. The scheduled days off are Wednesday and Thursday.

Responsibilities:

• Onboard, train, and coach new team members to ensure high team performance
• Act as a key liaison between agents and managers, providing guidance and support
• Manage gift certificates and handle customer complaints promptly and professionally
• Support spa operations by adapting the experience to the needs of guests and colleagues
• Manage multi-channel customer interactions with professionalism (phone, email, chat, SMS, and social media)
• Identify and seize sales opportunities to maximize revenue
• Ensure follow-up with VIP clients and manage reservations, including group bookings
• Act proactively and flexibly to maintain exceptional service standards
• Maintain a high level of quality and performance, even under pressure

To succeed in this role, you will need to:

• Be passionate about sales and customer service, with the ability to build authentic and lasting relationships
• Hold a high school diploma (a DEP, DEC, or AEC in customer service, hospitality, or administration is an asset)
• Have a minimum of 3 years of experience in a contact center or customer service role, including sales and handling complex situations
• Be fully bilingual (French and English), both spoken and written
• Demonstrate strong communication skills, with the ability to influence, advise, and adapt your approach based on the client and situation
• Demonstrate strong teamwork skills, flexibility, initiative, and autonomy in task prioritization.
• Demonstrate a strong ability to manage multiple tasks simultaneously and independently.
• Show great attention to detail and consistent discipline in a dynamic, constantly evolving environment.