Part-time Customer Service Expert (Hybrid & Bilingual)

at  Aldo Group

STEP UP EXPERIENCE

• Recognition programs to showcase your talent!
• To be part of a company that takes a stand on issues affecting people, the environment, and our partners
• Summer Fridays (because Summer is for fun)
• Purchase discount on merchandise sold in all our divisions.
• Family & Friends events with discounts on our products
• Subsidized cafeteria & daycare
• Subsidized public transportation and free parking
• On-campus gym with access to a trainer
• Flex schedules and telecommuting
• Sick days
• Attractive total compensation!

WANT TO KNOW MORE ABOUT US? HERE ARE SOME FUN FACTS.

Present in more than 100 countries, the ALDO Group has established itself with strong brands:
ALDO/ALDO Accessories, Call it Spring and Globo. Guided every day by its purpose “A journey to create a world of love, trust and belonging”, the organization is simply unique. What makes our culture so one of a kind is our people’s passion for innovation, excellence, craftsmanship, entrepreneurship and diversity, as well as their empathy and friendliness. In addition, our associates all have an insatiable curiosity!

Job Requirements:

• College degree
• 1 to 3 years of experience in the retail industry or in customer service. Call Center and CRM Tool experience is an asset.
• Strong spoken and written communication in English and French, with the ability to communicate complex concepts in an effortless way while adapting to the customer.
• An outgoing & caring personality with a passion for exceptional and memorable customer service.
• Strong Computer skills, work ethic, autonomy, and flexibility.
• Self-starters who are comfortable taking initiative. Keen problem solvers with a unique ability to “think on their feet”.
• Team player with proven ability to prioritize, organize, and multi-task with excellent attention to detail and priorities.
• Be available to come to the office when scheduled (1-3 times per month or as needed)

To be a great fit, you must…

• Thrive in customer service, a fast-paced environment
• Be a positive, empathetic, team player with a friendly attitude
• Ability to take ownership, and independently resolve customer situations while being creative
• Natural passion for helping customers while being proactive and exceeding expectations
• Be passionate about fashion retail and have a good business sense

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EXPERIENCE

Not Specified

Training Requirements:

• Training will be done online/classroom using interactive software, in our Head Office Campus or in remote classes using Microsoft Teams.
• Must be available to attend an initial training from July 2, 2024, to July 12, 2024, Monday to Friday from 9:00 am to 5:00 PM (no exceptions)
• Must complete with success (85%) knowledge quizzes and final test throughout the training
• May be required to study/review material outside the training hours as neede

Reporting to the Team Leader of the Customer Contact Centre, the Customer Service Expert will accompany our customers on their shopping journey to deliver an exceptional and memorable experience. Your focus will be to serve as the customers’ primary point of contact on chats, calls, emails and properly document every customer’s interaction. You will have a major impact by helping with all purchase needs, post purchase service-related inquiries while building and cultivating relationships with customers to drive brand loyalty.
The ALDO Group will provide the following equipment: laptop, keyboard, screen, headset and mouse. You must have a dedicated working area or a separate room, far from any distractions with a stable high-speed internet connection. You need to be available to come to the office when scheduled (2-3 times per month or as needed).
Hours of operation : Monday-Friday: 9:00 AM to 5:00 PM EST
Start date : July 2, 2024
Schedule
Summer Availability with a minimum of 25hrs and a maximum of 37.5hrs from July 2, 2024, to September 6, 2024, between Monday to Friday from 9:00 to 5:00 pm EST. *Need to be available all Friday afternoon from noon to 5:00 pm
Fall Availability with a minimum of 15hrs/week and a maximum of 30 hrs. from September 5, 2024, to November 18th, 2024 between Monday to Friday from 9:00 to 5:00 pm EST. *Extended availability will be needed for Black Friday & Holiday Period

Responsibilities:

• Serve as the customers’ primary point of contact on chats, incoming calls, and emails and properly document every customer’s interaction for ALDO Group banner; Sperry, ALDO, Call It Spring, and Globo customers for North America.
• Handle and own customer purchase need & post-purchase issues from start to finish with the mindset of CUSTOMER FIRST.
• Deliver exceptional and memorable experiences while building and cultivating relationships with customers to drive brand loyalty.
• Expert at product knowledge & procedures & meet or exceed Key performance metrics
• Collaborate and actively participate in team meetings and with the Team Leaders
• Be an ambassador for the ALDO Group and represent the company culture and values of Love, Respect, and Integrity in a positive manner.

Training Requirements:

• Training will be done online/classroom using interactive software, in our Head Office Campus or in remote classes using Microsoft Teams.
• Must be available to attend an initial training from July 2, 2024, to July 12, 2024, Monday to Friday from 9:00 am to 5:00 PM (no exceptions)
• Must complete with success (85%) knowledge quizzes and final test throughout the training
• May be required to study/review material outside the training hours as needed