Customer Service Specialist, Montreal

The Customer Service Specialist will be the expert that customers can contact for questions about our products or their project. You will talk to some people who are in need of help and guidance. We want you to be "THE EXPERT" that guides, educates, and reassure our customers.

Primary responsibilities

• Provide expertise about product and resources available to customers.
• Propose additional / alternate products to customers on the phone or that have already placed an order aiming at increasing the order value.
• Respond to customer inquiries: This can happen through various channels like phone, email, live chat, and social media. The CSS needs to understand the customer's issue quickly and clearly.
• Resolve customer issues: The CSS should have strong problem-solving skills to diagnose the issue, research solutions and offer helpful guidance. This might involve troubleshooting product issues, processing returns, issuing refunds or providing replacement parts.
• Provide accurate and timely information: Access to product knowledge and company policies is essential to answer questions accurately and efficiently.
• Become our internal expert about customer service processes. Create Standard Operating Procedure and be the trainer as the team grows.
• Communicate professionally and empathetically: Building rapport with customers requires active listening, clear communication, and a supportive attitude, even in challenging situations.
• Work with the extended team to create content and information pages for our website.

Additional Responsibilities

• Process orders from beginning to end: This may involve verifying customer information and confirming orders.
• Update customer records: Maintaining accurate customer information ensures smooth communication and personalized service.

• Identify recurring issues: Analyzing customer feedback and complaints can help identify areas for product improvement or policy changes.
• Escalate complex issues: When a situation requires advanced technical expertise or managerial intervention, the CSS should know how to escalate it appropriately.
• Contribute to customer satisfaction surveys and metrics: Providing feedback and participating in surveys helps analyze overall customer experience and identify areas for improvement.

Profile

• College degree or a related field (or equivalent experience)
• 3 to 5 years of relevant experience in a similar role
• Understanding of the retail industry in a similar product category would be a plus

Qualifications and competencies

• Experience with SAP is an asset
• Proven negotiation skills
• Excellent communication and interpersonal skills
• Problem-solving and analytical skills
• Product knowledge
• Customer service focus
• Self-motivated and driven to meet deadlines and defined objectives
• Ability to interact with other team members in a positive manner
• Proactive and highly adaptable with a positive team spirit
• Excellent command of the Microsoft Office suite
• Bilingual, the candidate will need to assist customers in French and English.