Customer Care Agent (Bilingual French/English) at SSENSE

Montreal, Quebec, Canada -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

19.0

Posted On

03 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Bilingual Communication, Problem Solving, Multitasking, Tech Savvy, Negotiation Skills, Autonomy, Empathy

Industry

Retail

Description

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. Job Description 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 Open to work from Monday to Friday and during weekends according to business needs An interest in fashion and products What Sets You apart Able to work autonomously from home 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, Talkdesk, Slack, Gmail). Good communication and negotiation skills, strong judgment and autonomy. Additional Information #LI-Hybrid, Hybrid

Responsibilities

Provide exceptional service to an upscale international clientele via telephone, email, and chat. Assist customers with order and returns status while maintaining a high customer satisfaction score.