Communication Specialist Agent

**About BonLook**

BonLook offers an innovative sales experience and stylish products with unwavering quality. Since its inception, the company's goal has been to make prescription eyewear accessible and a must-have fashion accessory with unparalleled value. Initially launched online, the company has 36 points of sale in Canada and over 350 employees. Today, BonLook defines itself as the ultimate destination for a wardrobe of trendy frames, designed and created in Montreal.

**Why BonLook ?**
- Participate in the success of a local company founded by entrepreneurs who saw the potential to develop an entire industry.
- To evolve in a company whose products are conceived and designed in Montreal in a head office located in the heart of the Saint-Henri district on the banks of the Lachine Canal.
- Work in a company whose organizational values are applied daily: joy, excellence, innovation and transparency.
- Participate in a culture of diversity and inclusion in all areas of the company.
- Develop professionally by having access to training on optics via our internal platform and the coaching of our optician trainers.
- Access to a competitive total compensation package and a generous employee discount for you, your family and your friends.

**Position**

Reporting to the Customer Service Team Leader, the Communication Specialist Agent is responsible for managing all the reviews that are left by our customers on our social networks and thus, one of the main voices of the company for our customers. As a front-line brand representative, the person will need to demonstrate excellent communication skills, an increased sense of initiative and great creativity in order to resolve with ease and speed all client issues. An excellent technical knowledge of procedures, our systems and other departments will be an important asset. In addition, the person will also be required to improve all communications with customers and to improve customer service communication standards in various ways.

**Responsibilities**
- Respond to all comments on Google, Facebook, Instagram, Reseller and Yelp and be a brand representative at all times during public interactions with customers on our social networks.
- Investigate all reviews with less than 3 stars - try to resolve all issues with exceptional customer service in order to turn a negative customer experience into a positive one.
- Be comfortable taking the initiative on the discretions and solutions offered to customers. In addition, excellent technical and procedural knowledge of BonLook is required since the bad experiences highlighted on social networks must all be resolved quickly and efficiently despite their complexity.
- Gather all the necessary information during bad customer experiences in stores or with customer service in order to highlight opportunities to improve our procedures, service and training.
- Noticing and writing reports on any situation that appears to be newly problematic and making sure to communicate the information to all departments involved.
- Creating monthly or weekly reports for the various departments involved in relation to negative and positive comments.
- Adapt and keep the FAQ (external) up to date with new policies, products and important information for BonLook customers. Make sure to add any frequently asked questions on social networks in the FAQ.
- Work on different training documents in order to improve the quality of customer communications.
- Support specialist agents, when necessary, on technical assistance and order follow-up tasks.

Participate in building various projects related to communication, social networks and the quality of our customer service.

**Qualifications**
- Minimum of a high school diploma;
- Minimum of 3 to 5 years of relevant experience;
- Spoken and written bilingualism (French and English);
- Excellent writing skills;
- Excellent digital literacy;
- Autonomy and initiative;
- Strong social skills, leadership, open-minded and team-oriented attitude;
- Excellent time and priority management;
- Ability to work remotely for the time being with the COVID-19 context, i.e. with a reliable internet connection and a quiet environment conducive to work.