Agent Customer Care
4 weeks ago
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**:
**Responsibilities**
**Customer Support (100%)**
- 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
- 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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