Customer Care Agent, SSENSE

• 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
• Work schedule from Monday to Friday between 8;30am to 5:30pm
• An interest in fashion and products

Desirable

• 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
• 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