Customer Service Rep - Montréal, Canada - Frank And Oak

Frank And Oak

Verified Company

Montréal, Canada

1 day ago

Posted by:

Sophia Lee

beBee Recruiter

Full time

Description

**HELP US CHANGE FASHION**

At Frank And Oak, we're dedicated to designing clothes people feel good in and feel good about. The decisions made in the fashion industry have a huge impact on people and the planet. Faced with the effects of climate change, we fully recognize the urgency to do our part. This is why we are committed to minimizing our impact by prioritizing recycled fabrics and responsible practices throughout our supply chain to make quality clothing that lasts.

We're looking for forward-thinkers to help us challenge standard practices in the retail and fashion industries in a collaborative and inclusive work environment. Sounds like something you're interested in? Drop us a line

**JOB SUMMARY**

**RESPONSIBILITIES**
- Answer customer questions regarding their order status, online accounts, and promotional offers in a timely and personal way in a non-scripted environment
- Stay up to date on Frank And Oak products, policies, and processes to provide top-level customer service to our customers
- Assist customers in their online shopping experience by offering style advice and product recommendations
- Execute various order management tasks such as data-entry, label creation, order routing, etc.
- Be the customer's voice internally when sharing feedback and collaborating with our product design, tech, and operations teams
- Be a contributing member of our dynamic Member Services team's shared goals, and strive for continuous improvement
- Do everything possible to ensure the best experience for our customers, and go the extra mile when possible
- Complete various customer service-related tasks and duties as assigned
- Participate in team and company-wide meetings, events and activities both virtually and in-person

**KEY SKILLS + QUALIFICATIONS**
- 1-3 years of experience in customer service in an office and/or call center environment; or other relevant experience in a similar role.
- Ability to work varied shifts between 8AM - 6PM, a minimum of 30 hours per week, including occasional availability on weekends and evenings during peak/holiday periods.
- Ability to work remotely, as well as at our HQ in Montreal's Mile End [hybrid]
- Strong written and verbal communication skills, in both French and English (bilingualism is a must)
- Good understanding of online collaborative tools such as Google Drive, Slack, an asset
- Experience with customer service help desks and order management systems, an asset

**WHO YOU ARE**
- A genuinely nice human being
- An excellent communicator with a genuine love for helping and interacting with people
- Interested in fashion, sustainability, and digital communications
- Autonomous, self-motivated, and resourceful when it comes to problem-solving
- A fast learner that adapts quickly to new platforms/technologies and processes
- A team player that actively participates in creating a positive, continuously improving customer service experience with input and feedback from colleagues and managers

**SOME OF THE PERKS**
- Opportunity to be part of Frank And Oak's next stage of growth
- CEO who truly cares
- Hybrid work environment
- Beautiful head office located in the Mile-End district
- Competitive salary package

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**APERÇU DU POSTE**

En tant que représentant(e) des services aux membres, vous ferez partie d'une équipe dont le but est d'offrir à nos clients une expérience d'achat en ligne exceptionnelle. Vous serez chargé(e) de résoudre les problèmes et de communiquer avec les clients par clavardage, courriel, et des médias sociaux, de contribuer aux mesures clés telles que le temps de réponse et la satisfaction des clients (CSAT), et de participer à divers projets et initiatives visant à améliorer continuellement l'expérience client chez Frank And Oak.

**PRINCIPALES RESPONSABILITÉS**
- Interagir avec les clients sur diverses plateformes, telles que : courriel, clavardage, médias sociaux
- Répondre aux questions des clients concernant leurs commandes, leurs comptes en ligne et les offres promotionnelles de manière rapide et personnalisé dans un environnement non scénarisé
- Assister les clients dans leur expérience d'achat en ligne en leur offrant des conseils de style et des recommandations de produits
- Se tenir au courant des produits, des politiques et des processus de Frank And Oak afin de fournir un service client hors pair à nos clients
- Exécuter diverses tâches de gestion de commandes telles que la saisie de données, la création d'étiquettes d'envoi, l'acheminement des commandes, etc.
- Être la voix du client à l'interne en partageant ses commentaires et en collaborant avec nos équipes de conception de produits, de technologie et opérationnelles
- Être un membre actif de notre équipe de services aux membres, contribuer aux objectifs de l'équipe et chercher à s'améliorer en permanence
- Faire tout ce qui est possible pour garantir la meilleure expérience à nos clients, et faire un effort supplém