Customer Service Advisor - Bilingual

Dermalogica•Toronto, ON

3d•CA$60,000 - CA$65,000•Hybrid

About The Position

Dermalogica is seeking a passionate and customer-focused Bilingual Customer Service Advisor who is passionate about delivering exceptional experiences and building meaningful relationships. In this role, you will go beyond traditional customer service by serving as a trusted partner to consumers, skin centers, and internal teams. Through proactive support, solution-oriented thinking, and a commitment to exceeding expectations, you will help bring the Dermalogica experience to life, creating positive interactions that empower our customers and partners to succeed.

Requirements

Minimum high school diploma or equivalent
1 year customer service experience preferred
Bilingual in English and French
Demonstrated ability in Microsoft Office, with emphasis on Excel and Word.
Exceptional communication skills on written & phone
Ability to multi-task and prioritize
Good organization skills and ability to prioritize
Ability to work well in a team environment
Ability to work in a fast-paced team environment
High integrity – acts (and ensures others act) in accordance with Company Principles and ethical standards of professional conduct; refuses to violate ethical standards or condone violations by others
Able to work well in a fast-paced environment
Strong Customer Service orientation and relationship building
Strong attention to detail
Strong conflict resolution and sound problem solving skills

Nice To Haves

Licensed/qualified Skin Therapist preferred, or equivalent professional skincare/customer service experience.
Experience with CRM platforms such as Gorgias, Sugar and/or Shopify is an asset
Strong knowledge of skincare, skin treatments, and client consultation is an asset

Responsibilities

Receives and processes orders via phone, chat and email by accounts and in- house departments, including corrections and changes
Promotes additional customer sales by providing information on new products, reformulated products, and product promotions including freight incentives, discounts, etc.
Works effectively with all departments, co-workers, customers, and others by sharing ideas in a constructive and positive manner; listening to and objectively considering ideas and suggestions from others
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Prepares product or service reports by collecting and analyzing customer information.
Innovate and bring forth ideas to the customer service department to continuously improve customer satisfaction and department efficiency
Vet new leads and manage them according to established criteria, ensuring leads are accurately documented and routed to the appropriate Sales Representative for timely follow-up
Continually assist Senior Customer Service associate on other projects as requested
Created Return Merchandise Authorizations (MRAs) when required
Responds to Account/Consumer/Staff inquiries, including all chat platforms and related emails, within a 24-hour period
Recommends potential products by collecting customer information and analyzing customer needs
Maintains accuracy of the orders by confirming the items and quantities that are requested, as well as the total cost of the order