Job Description

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.

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

SSENSE

Open Positions

Customer Care Agent (Bilingual French/English)