Customer Experience Specialist

1 week ago


Laval, Quebec, Canada Laura Canada Full time
About Laura Canada

Laura Canada is a family-owned retailer with over 140 retail store locations across Canada, housing two iconic women's fashion apparel brands: Laura and Melanie Lyne. We pride ourselves on delivering outstanding customer experiences while embodying our shared values of integrity, respect, teamwork, performance, and passion.

Job Description

As the Customer Service Representative, you will contribute to Laura Canada's success by ensuring a high level of customer satisfaction from Laura and Melanie Lyne customers. This involves providing exceptional customer support through phone calls and emails, handling customer inquiries, processing orders efficiently, and resolving any concerns or issues in a professional manner.

Key Responsibilities:
  • Answer customer enquiries relating to in-store customer issues, product availability, online shopping assistance, shipping issues and tracking, promotions, returns, etc.
  • Process customer orders promptly and efficiently through the phone or by email.
  • Respond to customers in accordance with internal policies and procedures while respecting established service level agreements (SLAs).
  • Document all inbound technical and service-oriented support calls in a case log system.
  • Investigate customer complaints to assist in determining service failure.
  • Resolve effectively and professionally any concerns or issues.
  • Escalate technical and service-oriented issues using established procedures.
Requirements

We are seeking an experienced customer service representative who possesses excellent communication skills, both written and verbal. The ideal candidate must be bilingual in French and English, have at least one year of relevant experience, and be available to work full-time hours, including weekdays from 8am-8pm and weekends from 9am-5pm. In addition, the successful candidate will have excellent problem-solving and organizational skills, be capable of multitasking, and be a team player.

Benefits

Laura Canada offers a competitive salary range of $45,000 - $60,000 per year, depending on experience, plus benefits such as group insurance, RRSP contributions, paid sick days, and a discounted gym membership. We prioritize helping our employees reach their full potential through training and professional development opportunities.



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