Responsibilities:

• Provide friendly, professional, and efficient service through inbound/outbound calls, live chat, and/or emails.
• Provide daily feedback to the team leader on new issues.
• Using available resources, conduct research and troubleshoot problems.
• Document all calls in order to track different types of inquiries with CRM software.
• Act as a liaison between Client Services and the Store, sharing information relevant to both departments and scheduling in-store appointments for final clients.
• Identify and challenge any negative effects on the Customer Experience prior to new launches, promotions, mass emails and improvement projects

Minimum Qualifications:

• More than 2 years of customer servicing experience in hospitality, call center/contact center, IT Support,
• 6 months of experience in a Sales position (cross-selling and upselling experience)
• fluent in English+ French language
• SAP or similar experience
• Experience in B2C support is a plus

Requirements:

• Customer Experience Passionate
• Proven success record in a fast-paced, constantly evolving support environment
• Familiarity with ticketing systems, prior experience with Salesforce is a plus
• Technical aptitude and the ability to quickly learn new technology.
• Strong communication skills, including exceptional writing and editing abilities.
• Strong sales skills, cross-selling and upselling experience
• Negotiation skills