Customer Support Specialist

1 month ago

Montréal QC HC Z, Canada Little Burgundy Full time

**Job Summary**

**Responsibilities**:

- Use our communication software to interact with your teammates, management, and internal department personnel.
- Maintain effective communication with customers to provide accurate and on-going information as it relates to orders, promotions, shipments, product details, website questions, and returns.
- Build personal connections and relationships to promote customer retention and maintain customer loyalty.
- Work cross-functionally with internal teams to ensure a seamless customer experience.
- Exhibit and utilize critical thinking, empathy, reading comprehension, and problem-solving skills to provide positive and creative options for customer resolutions.
- Meet individual and team customer-focused goals while maintaining the standard of expectations with all Key Performance Indicators (KPIs):

- Adherence - Being available to take interactions during your specific scheduled times.
- Handle Time - Controlling interaction times and promptly resolving customer issues.
- After Call/Chat Work - Clearly and concisely notating all customer interactions and closing cases in a timely manner.
- Quality Assurance - Delivering a consistent and high standard of service to our customers.
- Attendance - Remaining reliable and dependable for all scheduled shifts.
- Act as an ambassador of the brand and adhere to an appropriate and effective set of core values. You’re the face of the company.
- Demonstrate good follow-up and follow-through techniques.
- Ensure and maintain the safety, security, and privacy of customer information.
- Work with customers to resolve any difficulties or complaints by offering exceptional customer-focused solutions and demonstrating an elevated level of attention, care, and follow-through to establish trust and repair the relationship.
- Complete additional tasks as requested to support business needs.

**Qualifications and Skills**
- Strong communication (verbal, listening, and written) and interpersonal skills.
- Strong ability to comprehend new information, diagnose problems, and provide appropriate resolutions.
- Ability to sit for long periods of time.
- Ability to successfully work in a fast-paced, ever-changing environment while meeting performance expectations and goals set by the business.
- Strong ability to resolve conflict and de-escalate customer interactions in a calm, professional manner.
- Ability to work both independently and in a team environment.
- Ability to explain a complex process in an easy-to-understand manner.
- Proficiency to prioritize and respond quickly to time-sensitive matters.
- Ability to influence and gain customer loyalty and commitment.
- Adept at developing feasible alternative solutions to reach a desired outcome.

**Job Requirements**
- High school diploma or equivalent.
- 1-2 years of customer service/retail experience preferred.
- Ability to speak and type fluently in English and French.
- Meet minimum requirement for words per minute on a typing evaluation.
- Must achieve and maintain Store Support Certification
- Must achieve and maintain Escalated Call Certification.
- Demonstrate a strong work ethic including taking ownership and pride in your work and making good decisions based on company policies, guidelines, procedures, and expectations.

**Work From Home Requirements**
- A dedicated, secure, and distraction-free workspace.
- A desktop or laptop (with latest Operating System installed). No tablets or Chromebooks.
- 2 functional monitors (a laptop and a monitor or a desktop and 2 monitors).
- A cell phone with an active service with a cell phone provider and a cell phone charger.
- A web camera (an integrated web camera is permitted), a cell phone headset or USB headset with a microphone, and an external mouse.
- Cannot use public Wi-Fi.
- All items above are at the employee’s expense and will be verified during the hiring process.

**Education**: Required
- High School or better

**Skills**: Required
- FRENCH LANGUAGE

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