SSENSE (pronounced [es-uhns]) 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 ElseTM.
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. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.
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.
Salary is $16.00 per hour
Responsibilities
Customer Support (100%)
- 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
- Perform ad hoc duties to support operations, as needed
- College Diploma in Fashion, Communications, Administration, Business, Arts, History or other related fields, an asset
- 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
- Open to work from Monday to Friday and during weekends according to business needs
- An interest in fashion and products
Skills
- 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).
- Fast learner who can assimilate a lot of new information during a one week training period, while remaining autonomous and accountable for results
- Good communication and negotiation skills, strong judgment and autonomy.
- Excellent attention to detail
- Ability to work in a fast paced environment
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