Summary
Provide exceptional bilingual customer service by phone, email and chat for luxury e-commerce clients, resolving transaction issues and promoting products to enhance sales and loyalty. Work primarily onsite at the Candiac office in a full time temporary six month contract with some possibility of remote work. Use CRM and e-commerce platforms to ensure accurate client records and smooth customer journeys.
Responsibilities
- Respond promptly to incoming calls, emails and chats in French and English.
- Create and manage service tickets in Salesforce Service Cloud accurately and efficiently.
- Resolve order status, payments, fraud, returns, exchanges and delivery issues.
- Provide expert product advice to identify sales opportunities and enhance client experience.
- Support customers through the e-commerce platform to ensure seamless online journeys.
- Maintain and update customer database for personalized service.
- Prioritize excellence in every client interaction and follow brand standards.
- Collaborate with team members and adapt to new tools and processes.
Requirements
- Minimum two years of prior customer service experience in luxury, hospitality or high touch environments.
- Fluent spoken and written French and English.
- Experience with CRM systems, ideally Salesforce Service Cloud, and e-commerce platforms.
- Proficiency with Microsoft Office suite.
- Strong problem solving and multitasking abilities.
- Professional presentation and commitment to client confidentiality.
- Willingness to work full time at the office with potential for remote work.
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