Contact Centre Agent

Job summary

The contact center agent provides customer support via phone, chat, and email while managing reservations and educating clients on spa services. They are also responsible for facilitating problem resolution, upselling products, and documenting client interactions.

Job details

Creators of unique Canadian Spa Villages, Groupe Nordik brings exceptional wellness experiences to life in all its destinations. Nordik Spa Village Chelsea, Thermea Spa Village Winnipeg and Thermea Spa Village Whitby Supported by a team of more than 800 passionate employees, we combine innovation, expertise, and team spirit to push the standards of wellness further. Every team within Groupe Nordik has an important role to play in turning our ambitious creations into reality. Each of us is a passionate individual, united around a single mission: to make a difference. What you will do: Our contact center representatives are the starting point and the ending point of our wellness experience. From managing reservations to educating clients on the benefits of our spas, our contact center agents are at the heart of our operations. Our contact center agents assist our clients in different ways, whether through phone calls or online requests. Our contact center supports our operations and our clients at all times. We are open Monday through Sunday, 364 days a year. Responsibilities: * Provide customer support by phone, chat, and/or email; * Answer questions and facilitate problem resolution; * Provide product recommendations and/or complete the sales cycle based on the client's needs; * Recognize and act on upselling opportunities; * Recognize the right time to escalate issues or complaints to supervisors, based on the client interaction; * Gather information and document the details of client interactions to ensure appropriate follow-up on the client's request; * Uphold contact center standards for customer service excellence, including scripts and procedures; * Follow up on all internal requests, as needed. To succeed in this role, you will need: * A high school diploma; * A minimum of 2 (two) years of experience in sales and/or customer service; * Bilingualism (French and English) is essential to support our operations outside Quebec; * Call center experience is considered an asset. Your profile stands out thanks to your: * Strong communication skills (oral and written, in both French and English); * Ability to multitask; * Excellent interpersonal skills; * Analytical mindset and attention to detail. Salary & Benefits: * Competitive salary according to Groupe Nordik's salary scale; * Access to a comprehensive benefits plan, including telemedicine; * Free spa access for you and a guest of your choice; * Discounts on food and on massage therapy and esthetic services at our spas; * Free access to an on-site fitness room; * Warm work environment with free parking and non-alcoholic beverages; * Personalized training and development program.

What you’ll do

The contact center agent provides customer support via phone, chat, and email while managing reservations and educating clients on spa services. They are also responsible for facilitating problem resolution, upselling products, and documenting client interactions.

Requirements

Candidates must have a high school diploma and at least two years of experience in sales or customer service. Bilingualism in French and English is essential for this role.

Benefits

• Comprehensive benefits plan • Telemedicine • Free spa access • Discounts on food • Discounts on massage therapy • Discounts on esthetic services • Free access to on-site fitness room • Free parking • Non-alcoholic beverages • Personalized training and development program

Listed skills

• Customer support · Preferred
• interpersonal skills · Preferred
• Attention to detail · Preferred
• Sales · Preferred
• Multitasking · Preferred
• Data entry · Preferred
• Upselling · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer support
• Phone communication
• Chat support
• Email support
• Problem resolution
• Sales
• Upselling
• Data entry
• Multitasking
• Interpersonal skills
• Analytical mindset
• Attention to detail
• Bilingualism
• Bilingual (French/English)
• Information Gathering
• Customer Support
• Call Center Experience
• Customer Service
• Communication
• Training And Development
• Innovation
• Interpersonal Communications
• Problem Solving
• Operations
• Telehealth
• Reservations
• Detail Oriented

Job areas

• Customer Service & Support
• Hospitality
• Sales
• Administrative
• Contact Center Agent
• Call Center Representative
• Contact Centre Information Clerks
• Customer Service Representatives