Customer Experience Agent

2 weeks ago

Montréal, Canada Apollo Scooters Full time

**Who are we?**

Apollo Scooters is a North American manufacturer and distributor of electric scooters with a mission to improve lives through innovative transportation solutions. We do this by making getting to places cheaper, more environmentally friendly, and enjoyable. We are a small, dynamic team with big ambitions that managed to become a market leader within just 12 months. We are absolutely obsessed with our products and customers and are only getting started. If you are looking for a company at the cutting-edge of innovation, an industry on the verge of a breakout, a work-hard/play-hard environment, and hands-on learning, you’ve found the right place

**A Day in the Life**:
We are looking for a **seasonal, part-time ( **preferably 20 - 40 hours per week**)** Customer Experience Agent who can assist customers with placing orders, answering their questions, and converting prospective customers. This role will operate in a **hybrid basis** with the option to work from home once the training is completed in person at our Montreal office. The **contract duration will be up to 6 months** with the possibility of an extension or permanent employment.

**Core responsibilities**:

- Customer inquiries - answer customer inquiries from all communication channels (primarily SMS, chat, and phones) in a timely manner
- Provide product recommendations for current and new customers
- Report on KPIs to meet both team and personal objectives and targets
- Participate in team meetings, make suggestions and improvements to processes to ensure increased customer satisfaction
- Advocate for our customers and share feedback across the organization
- Additional administrative tasks as required

**Who are you?**
- Have an Associate’s / DEC degree, equivalent experience, or currently pursuing a postsecondary degree
- Exceptional attention to detail
- Very strong interpersonal and customer service skills
- Positive attitude and a willingness to learn
- Organized and can manage multiple tasks at the same time
- Cool under pressure
- Fluent in English (reading/writing)
- Have at least 6 months of Customer Service experience

**Preferred Skills**:

- Experience using chat or text as primary channel
- Experience in phone support
- Knowledge of Gorgias, Zendesk, or other ticketing software
- Familiar with Google Sheets and Airtable
- Bilingual (fluent in English and French)

**Perks of the job**:

- Personal electric scooter for use in the summer
- Company laptop
- Dog-friendly office
- Monthly team activities and events

**So, what are you waiting for? We'd love to hear from you**

Apollo Scooters is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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