Overview

SSENSE Team Lead Service à la Clientèle // Team Lead Customer Care Full Time in Montréal, QC

SSENSE

Branch Montréal QC CA

Position:
Team Lead Service à la Clientèle // Team Lead Customer Care
Location:
Montréal, QC

Baccalauréat en Mode, Marketing, Arts, Design, Communication, Administration ou autres domaines pertinents….

RESPONSABILITÉS
Répondre aux demandes d’une clientèle internationale raffinée par courriel et téléphone
Traiter les appels plus complexes et les plaintes
Coacher les membres de l’équipe
Agir en tant que superviseur et adjoint au gestionnaire
Mettre en place des programmes de formation qui permettront d’améliorer l’expertise des membres de l’équipe en matière de mode
Diriger des projets d’amélioration continue pour accroître l’efficacité du département
Établir et maintenir des relations à long terme fructueuses avec vos collègues et clients
Effectuer toutes tâches connexes CRITÈRES

Le ou la candidat(e) devra: Être disposé à travailler selon différents quarts qui s’échelonnent présentement du Lundi au Dimanche entre 7h30-19h30.

COMPÉTENCES SPÉCIFIQUES:
Baccalauréat en Mode, Marketing, Arts, Design, Communication, Administration ou autres domaines pertinents
Connaissances des produits de luxes
3 ans d’expérience au service à la clientèle, préférablement dans un environnement de Centre d’appels
1-2 d’expérience en formation et/ou coaching
Excellente maîtrise du Français et de l’Anglais parlé et écrit, la connaissance de d’autres langues est un atout
Fortes aptitudes en résolution de problèmes et d’amélioration de processus
Connaissances de niveau intermédiaire de la suite Microsoft Office (Excel, Word et Powerpoint) ———-

Do you have experience in the Fashion Industry and a solid background in both customer service and coaching? Are you ready to take your career to the next level and be challenged daily? At SSENSE, you would join a small Customer Care team filled with kind, knowledgeable, hardworking people who will go the extra mile to help you succeed.

RESPONSIBILITIES

Take ownership of the inquiries of an upscale international clientele via email and telephone
Manage escalated calls and cases
Coach Customer Care agents
Act as a backup manager
Develop and implement training programs that would enhance the team general fashion knowledge
Lead process improvement initiatives that will increase the accuracy, efficiency, and responsiveness of the customer care department
Establish and maintain effective and long lasting relationships with colleagues and customers
Perform other ad hoc duties REQUIREMENTS

Candidate must be: Available to work on different shifts which currently include Monday to Sunday from 7h30 am to 7h30 pm. Specific knowledge and skills:

Bachelor’s degree in Fashion, Marketing, Arts, Design, Communications, Administration or other related fields
Fashion knowledge is essential
Luxury products knowledge is a must
3 years of customer service experience, preferably in a call center environment
1-2 years of coaching and/or training experience
Excellent spoken and written communication skills in both French and English, other languages are an asset
Strong problem-solving and process improvement experience
Intermediate skills using Microsoft Office (Excel, Word and PowerPoint)

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Montreal, QC, CA
Posted on: 2015-07-31
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