Customer Service Representative

1 month ago

Montreal, Quebec, Canada SSENSE Full time

About SSENSE

SSENSE is a global technology platform that operates 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. With an average of 100 million monthly page views, SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content.

Job Summary

The Customer Care Agent I is responsible for handling international customer requests via telephone, email, and chat. This role requires strong communication skills, patience, and a focus on providing an exceptional customer experience.

Key Responsibilities

  • Provide exceptional service to international clients via multiple channels while maintaining a positive and professional attitude.
  • Offer assistance and solutions to increase customer satisfaction.
  • 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 to resolve customer complaints and escalate as needed.
  • Provide feedback to the team and management about customer trends.

Perks and Benefits

  • $19.00 per hour.
  • Extended health and dental benefits, including comprehensive mental health programs and coverage.
  • Parental top-up program.
  • Generous Employee Discount.
  • Access to telemedicine and employee and family assistance program.
  • Savings and retirement plan matching contributions.
  • Gender Affirmation Coverage.
  • Opportunity to work with cutting-edge technologies and an innovative team.

Requirements

  • 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.
  • Ability to work autonomously with minimal supervision.
  • Technical skills, including proficiency in multitasking and troubleshooting common tech issues.

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