Customer Service and Experience Agent

2 weeks ago

Montréal, Canada DeSerres (head office) Full time

Join us at DeSerres and let your listening skills, proactivity and interpersonal skills enrich our customer service and experience team.

**What we offer**:

- 36-hour work week ;
- 3 weeks vacation after 1 year of service ;
- 5 days flexible leave;
- Summer hours;
- Group insurance paid partly by employer;
- REED/RPDB;
- Hybrid work (3 days a week face-to-face);
- Anniversary leave;
- In-store discounts.

**As a customer service and experience agent, you will**:

- Handle complaints and offer appropriate compensation.
- Assist customers with the online ordering process, including helping them navigate the website, create online accounts, use gift cards, or other payment methods.
- Track pending orders and provide updates to customers on the status of their delivery.
- Perform address verifications in collaboration with our delivery partners.
- Handle customer complaints professionally and efficiently, striving to resolve issues and ensure customer satisfaction.
- Carry out fraud checks and address corrections.
- Any other related duties;
**Requirements and qualifications for the position**:

- DEC ;
- 1 to 2 years' experience in customer service;
- Excellent oral and written skills (French and English);
- This requirement is necessary because in this position, you will have to deal with customers, partners and/or our subsidiaries on the English Canadian side on a recurring basis, both orally and in writing.
- Excellent listening skills, empathy and proactivity;
- Positive attitude and professional work ethic;
- Ability to work effectively in a dynamic environment and manage multiple tasks simultaneously ;
- Team spirit and ability to collaborate with different departments to solve customer problems.

**About us**:
A leading destination for all creative people, DeSerres is the benchmark for creativity. With some thirty stores and a unique expertise acquired over three generations, the family-run business inspires its customers to let their imaginations run wild and accompanies them through their various projects. DeSerres stands for originality, boldness and resourcefulness. Because every day needs a touch of magic to reveal its most beautiful colors. Because life is a canvas.

We're an equal opportunity employer. Thank you for your interest, but only those selected for an interview will be contacted.

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