Job Description
Company Description
Laura Canada is an iconic and innovative family-owned retailer housing two leading women’s fashion apparel brands, Laura and Melanie Lyne. Based in Laval, Quebec, we design, produce, market and distribute quality apparel across Canada. We proudly employ over 2,000 dedicated team members and operate more than 140 locations and two online stores. We attribute our success to the unwavering commitment of our team to delivering outstanding customer experiences while embodying our shared values of integrity, respect, teamwork, performance, and passion.
At Laura Canada, we believe that delivering an outstanding customer experience is driven by our commitment to an outstanding employee experience.
Job Description
Reporting in the Manager of Customer Service, the Customer Service Representative ensures a high level of customer satisfaction from Laura and Melanie Lyne customers, focusing on the ultimate customer experience. The ideal candidate it comfortable handling incoming calls as well as responding to customers by email in both French and English.
THE ROLE
- Answers customers’ enquiries relating to in-store customer issues, product availability, online shopping assistance, shipping issues and tracking, promotions, returns, etc.
- Processes customers’ orders promptly and efficiently through the phone or by email.
- Responds to customers in accordance with internal policies and procedures while respecting established service level agreements (SLAs).
- Documents all inbound technical and service-oriented support calls in a case log system.
- Investigates customer complaints to assist in determining service failure.
- Resolves effectively and professionally any concerns or issues.
- Escalates technical and service oriented issues using established procedures.
THE REQUIREMENTS
- 1 year experience in customer service or call centre environment (preferred).
- Superior verbal and written communication skills.
- Experience in retail is an asset.
- Proficient in Web browser usage, Microsoft Office tools, Salesforce, Aptos is an asset.
- Fast learner and proven ability multitasking.
- Demonstrates empathy and understanding of the client’s needs.
- Excellent problem-solving and organizational skills.
- Knowledgeable on various social media platforms.
- Enjoys working in a team environment.
- Ability to work in a fast-paced environment and to embrace change.
- Bilingual.
Additional Information
Working Conditions and Environment
- This is a part-time position to work on weekends.
- Works in a sitting/walking/standing position.
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