Temporary Bilingual - Full-Time Customer Service Expert

at  Aldo Group

EXPERIENCE

Not Specified

YOUR ROLE

Reporting to the Team Leaders of the Customer Contact Centre, the Customer Service Expert will guide our customers through their shopping journey, ensuring an exceptional and memorable experience. Your primary responsibility will be to serve as the main point of contact for customers via phone, chats, and email accurately documenting each interaction. You will play a key role in assisting with both purchase inquiries and post-purchase service while building strong relationships with customers to foster brand loyalty for all ALDO Group Banners (Sperry, ALDO and Call It Spring for North America)
The ALDO Group will provide the necessary equipment, including a laptop, keyboard, monitor, headset, and mouse. You will need a dedicated workspace or separate room, free from distractions, with a stable high-speed internet connection.

Responsibilities:

• Serve as the primary point of contact for SPERRY, ALDO & CALL IT SPRING customers across North America, handling chats, emails, and incoming calls while accurately documenting every interaction.
• Manage customer purchase needs and resolve post-purchase issues from start to finish, always prioritizing a CUSTOMER FIRST mindset.
• Document all interactions in our Customer Relation Management Platform while following the established processes.
• Deliver exceptional and memorable experiences, fostering relationships with customers to promote brand loyalty.
• Maintain expertise in product knowledge and procedures, consistently meeting or exceeding key performance metrics.
• Actively collaborate with team members and participate in team meetings with the Team Leaders.
• Act as an ambassador for the ALDO Group, representing the company’s culture and values of Love, Respect, and Integrity positively and professionally

To qualify for this role, you must have…

• College degree
• 1 to 3 years experience in the retail industry or customer service role
• Strong spoken and written communication in English and French, with the ability to communicate complex concepts effortlessly while adapting to the customer.
• Knowledge in Microsoft365 or GSuite would be an asset
• 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

To qualify for this role, you must have…

• College degree
• 1 to 3 years experience in the retail industry or customer service role
• Strong spoken and written communication in English and French, with the ability to communicate complex concepts effortlessly while adapting to the customer.
• Knowledge in Microsoft365 or GSuite would be an asset
• 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