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Customer Care Agent

3 months ago

Montreal Quebec, Québec, Canada SSENSE Full time

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 70% of its audience between the ages of 18 to 40.

Job Description

Reporting to the Team Leader of Customer Care, the Customer Care - Agent Level 1 is responsible for handling our inbound/outbound international customer requests via telephone, email and chat. They will ensure that each touchpoint across the customer journey is engaging, efficient and effective. The Customer Care Agent I is a strong communicator, patient, focused, and dedicated in providing an exceptional customer experience.

Responsibilities

  • Provide exceptional service to an upscale international clientele via telephone, email and chat while maintaining a positive, empathetic and professional attitude toward customers
  • Offer assistance and solutions that will result in increased customer satisfaction
  • Assist 40-50 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:

  • $19.00 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
  • Work schedule from Monday to Friday between 8;30am to 5:30pm
  • An interest in fashion and products

What Sets You apart

  • Able to work autonomously from home with minimal supervision.
  • Tech savvy and capable of troubleshooting common tech issues with minimal support (wifi, VPN, etc..).
  • Proficient at multitasking. Agents work with two screens and seven core applications (Zendesk, Talkdesk, Slack, Gmail).
  • Good communication and negotiation skills, strong judgment and autonomy.



Additional Information

, Hybrid remote/in-office