Customer Care Agent

2 weeks ago


Montreal, Quebec, Canada SSENSE Full time

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 80% of its audience between the ages of 18 to 40.

Responsibilities

  • Offer assistance and solutions that will result in increased customer satisfaction
  • Assist 4050 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:

-
$17.25 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 mínimal supervision.
  • Tech savvy and capable of troubleshooting common tech issues with mínimal support (wifi, VPN, etc.).
  • Good communication and negotiation skills, strong judgment and autonomy.
**#LI-Hybrid, Hybrid remote/in-office
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