Customer Service and Experience Agent

3 weeks ago

Montreal, Canada DeSerres (head office) Full time

Join us at DeSerres and let your listening skills, proactivity and interpersonal skills enrich our customer service and experience team.

What we offer:

· 36-hour work week ;

· 3 weeks vacation after 1 year of service ;

· 5 days flexible leave;

· Summer hours;

· Group insurance paid partly by employer;

· REED/RPDB;

· Hybrid work (3 days a week face-to-face);

· Anniversary leave;

· In-store discounts.

As a customer service and experience agent, you will :

· Answer customer questions via various communication channels such as phone and email.

· Handle complaints and offer appropriate compensation.

· Assist customers with the online ordering process, including helping them navigate the website, create online accounts, use gift cards, or other payment methods.

· Track pending orders and provide updates to customers on the status of their delivery.

· Perform address verifications in collaboration with our delivery partners.

· Handle customer complaints professionally and efficiently, striving to resolve issues and ensure customer satisfaction.

· Carry out fraud checks and address corrections.

· Any other related duties;

Requirements and qualifications for the position:

· DEC ;

· 1 to 2 years' experience in customer service;

· Excellent oral and written skills (French and English);

· This requirement is necessary because in this position, you will have to deal with customers, partners and/or our subsidiaries on the English Canadian side on a recurring basis, both orally and in writing.

· Excellent listening skills, empathy and proactivity;

· Positive attitude and professional work ethic;

· Ability to work effectively in a dynamic environment and manage multiple tasks simultaneously ;

· Team spirit and ability to collaborate with different departments to solve customer problems.

About us:

A leading destination for all creative people, DeSerres is the benchmark for creativity. With some thirty stores and a unique expertise acquired over three generations, the family-run business inspires its customers to let their imaginations run wild and accompanies them through their various projects. DeSerres stands for originality, boldness and resourcefulness. Because every day needs a touch of magic to reveal its most beautiful colors. Because life is a canvas.

We're an equal opportunity employer. Thank you for your interest, but only those selected for an interview will be contacted.

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