Bilingual Contact Centre Agent

4 weeks ago

Gatineau, Canada Groupe Nordik Full time

Groupe Nordik is the leading creator of wellness spa villages, including the largest Spa in North America (Chelsea, QC) as well as largest event sauna (Whitby, ON).

Since we first opened our doors in 2005 we have grown to over 500 000 visits per year from our 3 existing locations (Nordik Spa-Nature | Chelsea (QC), Thermëa by Nordik Spa-Nature | Winnipeg (MB) et Thermëa Spa Village | Whitby (ON)).

Our team of 600 employees brings our operations to life with their innovative approach to wellness. Each team at Groupe Nordik has an important role to play in making our ambitious creations achievable.

Each one of our colleagues is a passionate individual that wants to make a difference. This passion meets innovation and allows us to grow.

**What you will do**:
Our Contact Center Agents are the starting and the end point of our wellness experience. From managing bookings to educating customers on the benefits of our wellness spas our Contact Center Agents are at the heart of our operations. Our Contact Center Agents assist our customers in a variety of ways from phone calls to web requests.

Our contact center always supports our operations and our customers. We are open Monday to Sunday, 364 days a year.

**Responsibilities**:

- Respond to questions and facilitate problem resolution
- Provide product recommendations and/or complete sales cycle based on customer needs
- Recognize and utilize opportunities to upsell
- Recognize when to escalate problems or complaints based on customer interaction
- Gather information and document customer interaction details to ensure appropriate action to client’s request
- Follow contact center standards of customer service excellence, including scripts and procedures
- Follow up on all internal requests as needed

**To be successful in this position you will need**:

- High school diploma
- Minimum **3 (three)** years of experience in sales and/or customer service
- Bilingualism in French and English is essential, to support our operations outside of Quebec
- Call center experience is considered an asset

**Your profile stands out because of your**:

- Strong communication skills (oral and written) in French and English
- Ability to multitask
- Excellent interpersonal skills
- Analytical mind and attention to detail

S**alary & Benefits**:

- Competitive salary
- Comprehensive benefits package (including telemedicine)
- Free access to the spa for you and a plus one
- Discounts on food, massage therapy, esthetic services, and more
- Free access to an exercise room at the workplace

**Work schedule and status**:
Monday to Sunday**, **37.5 hours/week (Full-time)

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