Customer Experience Agent

SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything ElseTM. 

SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.

Are you interested in fashion and technology? Passionate about delivering excellent customer experiences? Join the SSENSE team during one of our most exciting times of the year! We’re currently hiring for 3-month contracts with the possibility of permanent opportunities upon completion.

As a Customer Experience Agent at SSENSE, you will join a diverse team of friendly, curious and efficient problem solvers who go the extra mile to deliver incredible experiences for our customers located around the globe.

WHY CHOOSE SSENSE

• Great work environment, friendly and dynamic teams
• Remote work
• Possibility of contract extension and permanent employment
• Multiple Scheduling Options:
  • Full-time: Available to work between 32 and 40 hours per week during contract period
  • Part-time: Available to work 20 hours per week during contract period
• Competitive salary of $15.63/hr (overnight 25% premium and evening 15% premium)
• Paid overtime
• $500 End of contract bonus 
• $300 referral bonuses for every hired candidate you refer! 
• Equipment to work from home: New MacBook Air, wireless keyboard

RESPONSIBILITIES

• Provide excellent customer service with care, adequate problem solving skills and professionalism 
• Dedicate all efforts toward maintaining customer value with care, patience, and professionalism
• Assist our top clientele in product, brand, or general customer service inquiries via email, telephone, chat and social media
• On occasion, lead team huddles to communicate daily tasks/objectives
• Provide constructive feedback to peers and managers
• Identify and implement improvements to Customer Experience processes
• Identify High Value Clientele and provide leads to Personal Stylists
• Maintain effective working relationships and assist peers to resolve customer inquiries
• Perform other ad hoc duties as required

• 6-12 months relevant experience in customer service experience, an asset
• Open availability to work Monday to Sunday, anywhere from 7am to Midnight (evening premium after 8 p.m.)
• Intermediate skills using Microsoft Office suite (Excel, Word and PowerPoint)
• Excellent spoken and written communication skills in English and Japanese,  other languages are an asset

SKILLS

• Exceptional problem solving skills
• Customer-centric with a passion for delivering extraordinary customer experiences
• Strong interpersonal skills
• Excellent listening skills
• Knowledge of fashion and luxury goods an asset
• Positive and self-motivated team player