Customer Service Representative

As a Customer Service Representive, you will serve as the primary liaison between adult consumers and our brand. You will handle multi-channel inquiries via phone and email, providing support on product information, order delivery, device troubleshooting, and account navigation. Beyond frontline support, this role directly influences product quality and digital experience: you will gather consumer insights, flag recurring product defects, and collaborate with cross-functional teams (Digital, Brands, Quality, and Legal) to drive continuous improvement.

Advantages
- Weekly insurance benefit of $10
- Employees have access to a cafeteria within the office premises.
- The office provides a gym facility for employees to use.
- Employees have access to an on-site clinic.
- Enjoy a two-week vacation with an additional 5 paid sick days.
- Monthly Bonus

Responsibilities
- Customer Support & Service Excellence:
- Deliver exceptional omnichannel support to adult consumers by phone and email regarding product details, order delivery, digital platforms, and device troubleshooting.
- Craft personalized, tailored, and precise written correspondence based on each inquiry.
- Offer concrete solutions, including product replacements, gift cards, and equivalent product alternatives.
- Guide consumers through website navigation and platform features (e.g., Shopify, online ordering).
- Send written follow-ups and satisfaction surveys to maintain high service standards.

- **Internal Collaboration & Continuous Improvement:**
- Identify and report product defects or recurring technical issues to quality assurance and brand teams.
- Transmit platform bugs, social media feedback, and e-commerce issues to the digital marketing team.
- Escalate adverse events and insurance claims to the legal department to facilitate settlement.
- Ensure full compliance with applicable industry policies and regulatory frameworks (e.g., plain packaging regulations) and effectively communicate these updates to consumers.
- Produce ad hoc activity and insight reports for various cross-functional stakeholders.

- Performance & Quality Targets:
- Maintain a minimum quality monitoring score of 90%.
- Maintain an average call wait time under 1 minute and an abandon rate below 5%.
- Process and respond to inbound written requests within 24 hours.

Qualifications
- Completed College Diploma (DEC) or equivalent.
- Prior experience in customer service, retail support, or a call center environment.
- Intermediate proficiency with Microsoft Office suite (Word, Excel, Outlook).
- Working knowledge of e-commerce platforms (Shopify) or CRM tools is a strong plus.
- Strong written, verbal, and interpersonal communication skills.
- Proven problem-solving ability, high attention to detail, and sound judgment.
- Self-motivated and adaptable, with the ability to thrive in a fast-paced environment with minimal direct supervision.
- Bilingualism (French and English) is required due to regular communication with internal and external stakeholders across Canada and internationally.
- Based on an assessment conducted by our client, it has been determined that this position requires candidates to be fluent in English (oral and written). In particular, this position will require the employee to:
- collaborate and provide support to other colleagues and business functions located outside of Quebec who do not speak French;
- attend essential training, meetings, or conferences held outside Quebec, which are presented in English;
- participate in company-wide Canadian/Global town hall meetings and management information sessions, which are presented in English.
- Our client operates across Canada and globally. The company takes all reasonable means to limit the number of positions in Quebec that require knowledge of a language other than French, and only requires this where it is necessary and its existing bilingual employees are unable to fulfill these job duties.

Summary
Does this job interest you?
Do not hesitate to send me your resume at : [email protected]

Randstad is Canada's largest employment agency, and each consultant is a specialist in his or her field. Not only will they be able to help you in your job search, they'll also be able to advise you on how to find a job that matches your skills.
As occupational health and safety is one of our top priorities, you'll also have access to our completely free online training.

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.