Job Description
To qualify for this role, you must have
Availability to work different shifts such as days, evenings, weekends and holidays (Call Center
Hours of Operation are Monday to Friday, from 9 a.m. to 12 : 00 a.m. (midnight), and Saturday and
Sunday, from 9 : 00 a.m. to 9 : 00 p.m.)
Highly customer service oriented, enjoy handling and resolving situations passionate about
problem-solving
Detail-oriented, organized, a strong team player, flexible and able to multitask
Excellent verbal communication and writing abilities
College degree (DEC, Technical diploma, Community college diploma)
1+years of experience in a customer service role in a Contact Centre environment.
Strong computer skills
Perfectly Bilingual (French and English) written and spoken
Ability to explain a situation and to give advice. Approach centered on empathy is required and
the ability to summarize and vulgarize information
Key responsibilities :
Working in our contact center, handling all customers' emails, live chats and phone calls promptly
and courteously.
Increasing brand loyalty by providing effective solutions to resolve unsatisfactory service issues by established policies and procedures.
Offering exceptional first-level technical and general support to our stores in order for them to provide
a world-class shopping experience to our customers.
Documenting, tracking and following through on all Customer Service conversations.
Supporting e-commerce sales with effective communication to our customers as it relates to the
product, promotions, returns, and exchanges policies.
Identifying opportunities for improvement within our current Customer Service practices and
systems. Identifying opportunities to increase brand loyalty.
Participating in special projects as required.
Requirements :
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