Job Summary

The Customer Services Representative supports the Company’s efforts to ensure full satisfaction of its external and internal customers. The incumbent handles customer inquiries with the highest degree of courtesy and professionalism to resolve customer issues with first contact resolution and offers alternative solutions where appropriate, intending to retain the customer's business.


Key responsibilities:
  • Working in our contact center, handling all customers' emails and live chats promptly and courteously.
  • Increasing brand loyalty by providing effective solutions to resolve unsatisfactory service issues following established policies and procedures.
  • Documenting, tracking and following through on all Customer Service conversations.
  • Supporting e-commerce sales with effective communication to our customers as it relates to the product, promotions, returns and exchange policies.
  • Identifying opportunities for improvement within our current Customer Service practices and systems. Identifying opportunities to increase brand loyalty.
  • Participating in special projects as required.
To qualify for this role, you must have…
  • Availability to work 4 days at the office and 1 day at home on different shifts such as days, evenings, weekends and holidays (Call Center Hours of Operation are Monday to Friday, from 9 a.m. to 12:00 a.m. (midnight)
  • Highly customer service oriented, enjoy handling and resolving situations, passionate about problem-solving
  • Detail-oriented, organized, a strong team player, flexible and able to multitask
  • Excellent verbal communication and writing abilities
  • College degree (DEC, Technical diploma, Community college diploma)
  • 1+ years of experience in a customer service role in a Contact Centre environment.
  • Strong computer skills
  • Bilingualism (French and English) is required for daily communication with clients;
  • Ability to explain a situation and to give advice. An approach centred on empathy is required as well as the ability to summarize and vulgarize information
  • Retail and/or Sales experience would be an asset
  • Experience with E-Commerce customer service would be an asset