Customer Service Representative

As the Customer Service Representative, you will contribute to Laura Canada's success by ensuring 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.

How will you support the team?

• Answer customers’ enquiries relating to in-store customer issues, product availability, online shopping assistance, shipping issues and tracking, promotions, returns, etc.
• Process customers’ orders promptly and efficiently through the phone or by email.
• Respond to customers in accordance with internal policies and procedures while respecting established service level agreements (SLAs).
• Document all inbound technical and service-oriented support calls in a case log system.
• Investigate customer complaints to assist in determining service failure.
• Resolve effectively and professionally any concerns or issues.
• Escalate technical and service oriented issues using established procedures.

Requirements

The people who thrive with us have/are:

• 1 year of relevant experience.
• Full-time 35-hour availability. Weekdays from 8:00am-8:00pm and weekends 9:00am-5:00pm.
• In-person availability for 4 week training period, hybrid model thereafter.
• Bilingualism in French and English is mandatory (written and spoken) as the role supports customers in Quebec and across Canada.
• Capable of multitasking and learning quickly.
• Empathetic and understanding of the client’s needs.
• Excellent problem-solving and organizational skills.
• Team players.
• Strong computer skills.

Don't miss this opportunity to join an exceptional team!