Agent Customer Care

2 weeks ago


Montreal, Quebec, Canada SSENSE Full time
Company Description

SSENSE (pronounced [
es-_uh_ns]) 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 ElseTM.


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.

Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.

Job Description:

Salary is $16.00 per hour

Responsibilities

Customer Support (100%)

  • 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
  • Perform ad hoc duties to support operations, as needed

Qualifications:

  • College Diploma in Fashion, Communications, Administration, Business, Arts, History or other related fields, an asset
  • 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
  • Open to work from Monday to Friday and during weekends according to business needs
  • An interest in fashion and products

Skills

  • Able to work autonomously from home with mínimal supervision.
  • Tech savvy and capable of troubleshooting common tech issues with mínimal support (wifi, VPN, etc.).
  • Fast learner who can assimilate a lot of new information during a one week training period, while remaining autonomous and accountable for results
  • Good communication and negotiation skills, strong judgment and autonomy.
  • Excellent attention to detail
  • Ability to work in a fast paced environment

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