
Web Customer Service Specialist
4 weeks ago
Nasri International is a family business established in Quebec for over 55 years which has emerged as a leader in the clothing industry. Thanks to our turnkey expertise in the creation, marketing, import and distribution of clothing for the whole family, we have made our mark on the world of fashion. Our core values include stability, passion for product, teamwork, and generosity. As eternal optimists, we value creativity and facilitation, traits that we seek in all our collaborators.
Nasri International is currently seeking a Customer Service Specialist to join our passionate web team. In addition to a competitive salary, a group insurance program, and a generous discount on all company products, you will join a supportive group within a company that values collaboration and understands the importance of investing in its team members.
Your main responsibilities would include:
- Ensure customer satisfaction throughout the customer journey
- Manage and track customer testimonials on all channels
- Manage and update the FAQ list
- Report any issues with products to the product development team
- Develop offers and discounts for customer retention in collaboration with the Ecom Director
- Assist customers in order processing issues
- Manage exceptional cases of refunds
- Manage shipping issues directly with carriers
- Maintain a response time below 24h and resolution time below 72h
- Report monthly on return metrics
- Report weekly on customer service metrics
**Requirements**:
- Big passion for fashion
- Genuinely caring about customer satisfaction
- Strong level of English and French (written and spoken)
- At least 3 years of transferable customer service experience
- Great communication skills
- Knowledge of Instagram, Facebook and TikTok
- Team player with great interpersonal skills
If you are you looking for an opportunity to grow in the fashion industry with people who truly care and stand behind their product, then this opportunity just might be for you
Nasri International est une entreprise familiale établie au Québec depuis plus de 55 ans qui s'est imposée comme un leader dans l'industrie du vêtement. Grâce à notre expertise clé en main dans la création, la commercialisation, l'importation et la distribution de vêtements pour toute la famille, nous laissons notre marque sur le monde de la mode. Nos valeurs fondamentales incluent la stabilité, la passion pour le produit, le travail d'équipe et la générosité. En tant qu'éternels optimistes, nous valorisons la créativité et la facilitation, qualités que nous recherchons chez tous nos collaborateurs.
Nasri International est actuellement à la recherche d'un.e spécialiste du service client pour rejoindre notre équipe web passionnée. En plus d'un salaire compétitif, d'un programme d'assurance collective et d'un rabais généreux sur tous les produits de l'entreprise, vous rejoindrez une entreprise qui valorise la collaboration et qui comprend l'importance d'investir dans les membres de son équipe.
Vos principales responsabilités comprendront:
- Assurer la satisfaction du client tout au long de son parcours
- Répondre aux demandes des clients provenant de tous les canaux (courriel, réseaux sociaux, site, téléphone)
- Gérer et conserver les témoignages clients provenant de tous les canaux
- Gérer et mettre à jour la liste des questions couramment posées
- Signaler tout problème avec les produits à l'équipe de développement de produits
- Développer des offres en vue de la fidélisation de la clientèle en collaboration avec le directeur Ecom
- Assister les clients dans les problèmes de traitement des commandes
- Gérer les cas exceptionnels de remboursements
- Gérer les problèmes d'expédition directement avec les transporteurs
- Maintenir un temps de réponse inférieur à 24h et un temps de résolution inférieur à 72h
- Effecturer un rapport mensuel sur les retours
Exigences:
- Grande passion pour la mode
- Véritablement soucieux.euse de la satisfaction du client
- Fort niveau d'anglais et de français (écrit et parlé)
- Au moins 3 ans d'expérience transférable en service client
- Excellentes compétences en communication
- Connaissance d'Instagram, de Facebook et de TikTok
- Esprit d'équipe avec de grandes compétences interpersonnelles
Si vous cherchez à évoluer dans l'industrie de la mode auprès de personnes qui se soucient réellement de la qualité de leur produit et de la satisfaction de leurs consommateurs, alors cette opportunité pourrait bien être pour vous
**Job Types**: Full-time, Permanent
**Salary**: From $40,000.00 per year
**Benefits**:
- Company events
- Disability insurance
- Flexible schedule
- On-site parking
- Store discount
Schedule:
- Monday to Friday
**Education**:
- Secondary School (preferred)
**Experience**:
- Customer service: 1 year (preferred)
Work Location: In person
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