Customer Care Agent (Bilingual French/English)

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 70% of its audience between the ages of 18 to 40.

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.

Responsibilities  

• 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

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
• Work schedule will Monday to Friday between 8:30am and 8:00pm
• An interest in fashion and products

 What Sets You apart

• 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.

#LI-Hybrid, Hybrid remote/in-office