Contact Centre Agent

Groupe Nordik • Gatineau, QC

1d • Onsite

About The Position

Creators of unique Canadian Spa Villages, Groupe Nordik brings exceptional wellness experiences to life in all its destinations. Supported by a team of over 800 passionate employees, we combine innovation, expertise and teamwork to push the boundaries of wellness. Every team at Groupe Nordik plays a key role in bringing our ambitious creations to life. Each one of us is a passionate individual, united by a shared desire to make a difference. Our Contact Center Agents are the starting and the end point of our wellness experience. From managing bookings to educating customers on the benefits of our wellness spas our Contact Center Agents are at the heart of our operations. Our Contact Center Agents assist our customers in a variety of ways from phone calls to web requests. Our Contact Center always supports our operations and our customers. We are open Monday to Sunday, 364 days a year. We operates 7 days a week, from Monday to Friday, 9:00 AM to 9:00 PM, and Saturday and Sunday from 9:00 AM to 5:00 PM. Live chat is available every day from 8:00 AM to 9:00 PM.

Requirements

• High school diploma
• Minimum 2 (two) years of experience in sales and/or customer service
• Bilingualism in French and English is essential to support our operations outside of Quebec

Nice To Haves

• Call center experience is considered an asset
• Strong communication skills (oral and written) in French and English
• Ability to multitask
• Excellent interpersonal skills
• Analytical mind and attention to detail
• Proactive and solution-oriented attitude
• Ability to work well under pressure in a fast-paced, high-interaction environment
• Proven ability to manage sensitive or conflict situations calmly, tactfully, and professionally
• Discretion and respect for client and organizational confidentiality
• Strong communication skills (verbal and written in French and English.

Responsibilities

• Provide support to customers via phone, chat, and/or email
• Respond to questions and facilitate problem resolution
• Provide product recommendations and/or complete sales cycle based on customer needs
• Recognize and utilize opportunities to upsell
• Recognize when to escalate problems or complaints based on customer interaction
• Gather information and document customer interaction details to ensure appropriate action to client’s request
• Follow contact center standards of customer service excellence, including scripts and procedures
• Follow up on all internal requests as needed

Benefits

• Access to a comprehensive benefits package, including telemedicine
• Free access to the spa for you and a guest of your choice
• Discounts on food, massage therapy, and esthetic services at our spas
• Free access to an on-site fitness room
• Welcoming work environment with free parking and complimentary non-alcoholic beverages
• Personalized training and development program of 3 weeks

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED