Customer Care Agent (Bilingual French/English)

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