Customer Care Agent

Customer Care Agent - Laval

Our client, a leading retailer in the sporting goods and outdoor gear industry, is seeking a passionate and detail-oriented Customer Service Representative to join their dynamic team based in Laval.

In this exciting role, you will be at the heart of post-sales operations, delivering exceptional support to online customers and the retail store network. Whether you are looking for a full-time position or a flexible part-time schedule, this opportunity allows you to thrive in a friendly, collaborative environment focused on service excellence.

As the primary point of contact for online order post-sale support, your main focus will be managing customer inquiries via email and phone, ensuring high-quality resolution for every issue.

Advantages
- Competitive Pay: 24 to 28$ per hour (commensurate with experience)
- Flexible Work Model:
Full-Time: Hybrid schedule (4 days in-office in Laval, work-from-home on Fridays).
Part-Time: Remote work available (following initial training).
- Hours: Full-time (37.5 hours/week) or flexible part-time options.
- Personal Days: Bank of 12 flexible work-from-home days per year for personal needs.
- Team Culture: Regular social activities and team events (food truck lunches, themed events).
- VIP Perks: Exclusive ticket raffles for major sports and cultural events in VIP suites.
- Discounts: Generous employee discounts on all store products.
- Work Environment: Casual atmosphere, welcoming team, and full computer equipment provided.

Responsibilities
- Handle and resolve post-sale customer requests submitted via email and ticketing system (approx. 80–85% of daily duties).
- Resolve online order issues (delivery address corrections, carrier tracking for missing or damaged packages).
- Make outbound calls to franchise stores to verify order processing status and resolve complex situations.
- Collaborate with internal teams (e-commerce, operations, technical support) to ensure seamless case tracking.
- Perform daily checks and maintain up-to-date tracking reports across software platforms.
- Deliver accurate, courteous, and thorough written responses to achieve optimal first-contact customer satisfaction.

Qualifications
- Experience: Minimum 1 to 2 years in customer service (retail, call center, restaurant, or online support).
- Track Record: Demonstrated job stability over recent years.
- French Proficiency: Excellent spoken and written French (impeccable writing skills required).
- English Proficiency: Functional bilingualism in English (spoken and written) for interprovincial collaboration.
- Tech Skills: Tech-savvy with a fast learning curve for management software (experience with Zendesk or an ERP system is an asset).
- Key Traits: Detail-oriented, highly reliable, punctual, and well-organized.
- Soft Skills: Positive attitude, strong team spirit, and a good sense of humor.

Functional English bilingualism is required for this role. While the vast majority of daily customer communications occur in French (~97%), you will regularly interact with internal administrative, financial, and operational teams located outside Quebec (notably corporate finance based in Calgary), as well as occasional English-speaking third parties and clients.

Summary
Does this Customer Care Agent role in Laval sound like the right fit for you? Send your resume today to [email protected] with the subject line: Customer Care Agent.

Referral Bonus: Know someone qualified for this role or interested in customer service opportunities? Share this job posting! A generous referral bonus will be paid for any candidate you recommend who gets hired through us.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [email protected] to ensure their ability to fully participate in the interview process.