Customer Care Agent (Bilingual French/English)
Top Benefits
About the role
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 80% of its audience between the ages of 18 to 40.
Job Description
- 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
- Open to work from Monday to Friday and during weekends according to business needs
- An interest in fashion and products
What Sets You apart
-
Able to work autonomously from home 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, Talkdesk, Slack, Gmail).
-
Good communication and negotiation skills, strong judgment and autonomy.
Additional Information
#LI-Hybrid, Hybrid
About SSENSE
SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Co-founded in 2003 by brothers Rami, Firas, and Bassel Atallah, and 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. SSENSE generates an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40.
We are always on the lookout for top talent to join us as we embark on bold and challenging initiatives. At SSENSE, each employee plays a critical role in driving the organization’s strategic plan forward. Join a world class team continuously pushing the limits of traditional e-commerce in the relentless pursuit of excellence and innovation.
Customer Care Agent (Bilingual French/English)
Top Benefits
About the role
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 80% of its audience between the ages of 18 to 40.
Job Description
- 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
- Open to work from Monday to Friday and during weekends according to business needs
- An interest in fashion and products
What Sets You apart
-
Able to work autonomously from home 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, Talkdesk, Slack, Gmail).
-
Good communication and negotiation skills, strong judgment and autonomy.
Additional Information
#LI-Hybrid, Hybrid
About SSENSE
SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Co-founded in 2003 by brothers Rami, Firas, and Bassel Atallah, and 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. SSENSE generates an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40.
We are always on the lookout for top talent to join us as we embark on bold and challenging initiatives. At SSENSE, each employee plays a critical role in driving the organization’s strategic plan forward. Join a world class team continuously pushing the limits of traditional e-commerce in the relentless pursuit of excellence and innovation.