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Customer Service Representative

1 month ago

montréal, Canada Evlv Full time

Titre : Représentant du service clientèle pour le commerce électronique

Secteur d'activité : Habillement et mode

Lieu de travail : Montréal, QC

Statut du poste : Temps plein, permanent

Heures de travail : Lundi à vendredi

Ce poste n'est ouvert qu'aux résidents du Canada qui ont un permis de travail légal.

À propos de notre client qui recrute pour ce poste :

Evlv travaille actuellement avec une entreprise de mode et de vêtements basée à Montréal qui recherche un représentant du service à la clientèle pour le commerce électronique.

Le service à la clientèle du commerce électronique dans le domaine de la mode consiste à créer une expérience agréable pour les clients lorsqu'ils font des achats en ligne. Il s'agit de traiter les demandes, de résoudre les problèmes et de fournir des conseils de style pour assurer la satisfaction du client et la fidélité à la marque.

Le candidat idéal possède les compétences non techniques suivantes

- Résolution de problèmes et esprit critique
- Attitude positive
- Excellente résistance à la pression

Exigences :

- Familiarité avec les plateformes de commerce électronique (Shopify, Klaviyo)
- Logiciel de support client (Zendesk, Freshdesk, Gorgias, etc)
- Connaissance de Momentis un atout
- Connaissance d'Excel
- Le bilinguisme est indispensable

Principales responsabilités :

1. Soutien avant l'achat

- Répondre aux questions sur les produits (taille, matériaux, conseils de style)
- Fournir des recommandations basées sur les préférences du client
- Aider à la navigation sur le site web et au paiement.

2. Assistance après l'achat

- Suivi de la commande et mise à jour de l'état de la commande
- Gestion des retours, des échanges et des remboursements
- Traitement des réclamations concernant la qualité, les retards ou les articles erronés.

3. Expérience client personnalisée

- Proposer des conseils de style par chat, e-mail ou appel vidéo
- Mémoriser les préférences des clients pour des recommandations futures
- Envoi de suivis et de récompenses de fidélité

4. Assistance omnicanale

- Fournir un service client par e-mail, chat en direct, téléphone et médias sociaux
- Réponses rapides aux DM et aux commentaires sur les médias sociaux

5. Gestion des crises et des problèmes

- Gestion des colis perdus ou des problèmes de livraison
- Gérer les problèmes de disponibilité des stocks
- Répondre aux critiques négatives avec professionnalisme

6. Technologie et outils

- Logiciel CRM (comme Zendesk, Gorgias ou Freshdesk) pour un suivi efficace
- Chatbots d'IA pour des réponses instantanées et des mises à jour de commandes
- Outils d'essayage virtuel pour réduire les retours

----------------------------------------

Title: E-Commerce Customer Service Representative

Industry: Apparel & Fashion

Location: Montreal, QC

Position Status: Full-time, permanent

Hours: Monday to Friday

This position is only open to residents of Canada who have legal work authorization.

About our client who is hiring for this position:

Evlv is currently working with a Montreal based fashion and apparel company looking to fill the role of Ecommerce Customer Service Representative

E-Commerce Customer Service in fashion is all about creating a smooth, enjoyable experience for customers while shopping online. It involves handling inquiries, resolving issues, and providing styling advice to ensure customer satisfaction and brand loyalty.

The right candidate has the following soft skills:

- Problem-solving & critical thinking
- Positive Attitude
- Great under pressure

Requirements:

- Familiarity with E-commerce Platforms (Shopify, Klaviyo)
- Customer Support Software (Zendesk, Freshdesk, Gorgias, etc)
- Knowledge of Momentis an asset
- Knowledge of Excel
- Bilingual is a must

Key Responsibilities:

1. Pre-Purchase Support

- Answering product questions (sizing, materials, styling advice)
- Providing recommendations based on customer preferences
- Assisting with website navigation and checkout

2. Post-Purchase Support

- Order tracking and status updates
- Handling returns, exchanges, and refunds
- Addressing complaints about quality, delays, or wrong items

3. Personalized Customer Experience

- Offering styling tips via chat, email, or video calls
- Remembering customer preferences for future recommendations
- Sending follow-ups and loyalty rewards

4. Omnichannel Support

- Providing customer service via email, live chat, phone, and social media
- Quick responses to social media DMs and comments

5. Crisis & Issue Management

- Handling lost packages or delivery issues
- Managing stock availability concerns
- Addressing negative reviews with professionalism

6. Technology & Tools

- CRM software (like Zendesk, Gorgias, or Freshdesk) for efficient tracking
- AI chatbots for instant replies and order updates
- Virtual try-on tools to reduce returns