Agent Customer Care - Level 1

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
• Provide feedback to the team and management about customer trends
• Offer assistance and solutions that will result in increased customer satisfaction
• Perform ad hoc duties to support operations, as needed
• Provide order and returns status to customers and explain policies and procedures
• Assist 40-50 customers a day and meet daily KPIs by maintaining a customer satisfaction score of 94% or above
• Action customer orders
• Collaborate with colleagues when necessary to resolve customer complaints, and escalate as needed

• Open to work from Monday to Friday and during weekends according to business needs
• Excellent written and verbal communication skills in both French and English
• A minimum of 2 years of customer service experience, preferably in a call center environment
• College Diploma in Fashion, Communications, Administration, Business, Arts, History or other related fields, an asset
• An interest in fashion and products

Skills

• Able to work autonomously from home with minimal supervision.
• Good communication and negotiation skills, strong judgment and autonomy.
• Ability to work in a fast paced environment
• Tech savvy and capable of troubleshooting common tech issues with minimal support (wifi, VPN, etc..).
• Excellent attention to detail
• Fast learner who can assimilate a lot of new information during a one week training period, while remaining autonomous and accountable for results
• Proficient at multitasking. Agents work with two screens and seven core applications (Zendesk, Talkdesk, Slack, Gmail).