Customer Care Agent, SSENSE

Salary not provided

$19.00 per hour

Zendesk

Slack

Junior and Mid level

Remote in Canada

Luxury apparel & goods

Be an early applicant

Luxury apparel & goods

1001+ employees

B2CRetailB2BLifestyleEnterpriseMarketplaceFashioneCommerce

Be an early applicant

Salary not provided

$19.00 per hour

Zendesk

Slack

Junior and Mid level

Remote in Canada

1001+ employees

B2CRetailB2BLifestyleEnterpriseMarketplaceFashioneCommerce

Company mission

SSENSE's mission is moving culture forward.

Job

Company

Role

Who you are

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 will Monday to Friday between 8:30am and 8:00pm
An interest in fashion and products
Able to work autonomously 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, Slack, Gmail)
Good communication and negotiation skills, strong judgment and autonomy

What the job involves

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

Our take

Luxury fashion has taken well to eCommerce, but it can be difficult for a brand to stand out in the crowded online market. SSENSE, a Montreal-based luxury fashion retailer, manages this with a history of projects and services pushing the boundaries of the industry.

The company’s driving vision is to be a “cultural protagonist”. That means collaborating with brands large and small, lavishly produced cultural events, and a now-iconic photography style for its catalogue.

SSENSE is now looking to accelerate its growth globally. A big part of that vision is going after the rapidly growing $100B Chinese luxury market.

The challenge for SSENSE is going to be replicating its relevance in China. While the retailer has made a real name for itself in North America and Europe, it will need to localise its offering to compete with the emerging brands shaking up the Chinese market.