Customer Care Agent

3 months ago

Montreal, Canada SSENSE Full time

Company Description

SSENSE is a global technology platform operating 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 Else™. SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views, with approximately 70% of its audience between the ages of 18 to 40.

Job Description

Reporting to the Team Leader of Customer Care, the Customer Care - Agent Level 1 is responsible for handling our inbound/outbound international customer requests via telephone, email and chat. They will ensure that each touchpoint across the customer journey is engaging, efficient and effective. The Customer Care Agent I is a strong communicator, patient, focused, and dedicated in providing an exceptional customer experience.

Responsibilities

Provide exceptional service to an upscale international clientele via telephone, email and chat while maintaining a positive, empathetic and professional attitude toward customers Offer assistance and solutions that will result in increased customer satisfaction Assist 40-50 customers a day and 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 when necessary 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 that’s pushing the boundaries of technology

Qualifications

How To Excel In This Role:

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 as you will be servicing clients in both languages daily Work schedule will Monday to Friday between 8:30am and 8:00pm An interest in fashion and products

 What Sets You apart

Able to work autonomously with minimal supervision. Tech savvy and capable of troubleshooting common tech issues with minimal support (wifi, VPN, etc..). Proficient at multitasking. Agents work with two screens and seven core applications (Zendesk, Slack, Gmail). Good communication and negotiation skills, strong judgment and autonomy.

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