Company Description
SSENSE is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else™.
SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views, with approximately 70% of its audience between the ages of 18 to 40.
Job Description
Reporting to the Team Leader of Customer Care, the Customer Care - Agent Level 1 is responsible for handling our inbound / outbound international customer requests via telephone, email and chat.
They will ensure that each touchpoint across the customer journey is engaging, efficient and effective. The Customer Care Agent I is a strong communicator, patient, focused, and dedicated in providing an exceptional customer experience.
Responsibilities
- Provide exceptional service to an upscale international clientele via telephone, email and chat while maintaining a positive, empathetic and professional attitude toward customers
- Offer assistance and solutions that will result in increased customer satisfaction
- Assist 40-50 customers a day and meet daily KPIs by maintaining a customer satisfaction score of 94% or above
- Provide order and returns status to customers and explain policies and procedures
- Action customer orders
- Collaborate with colleagues when necessary to resolve customer complaints, and escalate as needed
- Provide feedback to the team and management about customer trends
Perks And Benefits :
- $19.00 per hour
- Extended health and dental benefits, including comprehensive mental health programs and coverage
- Parental top up program
- Generous Employee Discount
- Access to telemedicine and employee and family assistance program
- Savings and retirement plan matching contributions
- Gender Affirmation Coverage
- Opportunity to work with cutting edge technologies and an innovative team that’s pushing the boundaries of technology
Qualifications
How To Excel In This Role :
- A minimum of 2 years of customer service experience, preferably in a call center environment
- Excellent written and verbal communication skills in both French and English as you will be servicing clients in both languages daily
- Work schedule will Monday to Friday between 8 : 30am and 8 : 00pm
- An interest in fashion and products
What Sets You apart
- Able to work autonomously with minimal supervision.
- Tech savvy and capable of troubleshooting common tech issues with minimal support (wifi, VPN, etc..).
- Proficient at multitasking. Agents work with two screens and seven core applications (Zendesk, Slack, Gmail).
- Good communication and negotiation skills, strong judgment and autonomy.
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