Customer Success Specialist

Joseph Ribkoff•Dorval, QC

About The Position

The role of the Joseph Ribkoff Customer Success Specialist is to engage with customers via phone and email with the highest degree of courtesy and professionalism. Our objective is to continue delivering a world class service and an outstanding customer experience. We are engaged to maintain a high degree of efficiency in our fast-paced and dynamic environment while carrying out transactions and identifying sales and additional opportunities. By supporting a specific region or territory, you will become an extension of our field sales representative and will play a crucial role in the deployment by providing additional customer and sales support.

Requirements

2-3 years of relevant experience in a sales, e-comm, or customer service position, ideally in the fashion industry
Excellent written and verbal communication skills in both French and English
Outstanding negotiation skills with the ability to resolves issues and address complaints
Strong phone presence and experience with call flows
Ability to multitask, prioritize and manage time effectively
Autonomous and resourceful
Capacity to take initiatives and make decisions
Ability to work in a fast-paced environment
Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems
Available full time; Monday-Friday 8h30 am to 5h00 pm

Nice To Haves

Experience with D365 an asset, and Microsoft 365 software

Responsibilities

Handling all incoming calls in a timely, efficient and professional manner
Processing all orders and inquiries with careful attention, accuracy and timeliness
Identifying, understanding and assessing customers’ needs and requirements
Identifying selling opportunity with customers and ability to suggesting and up-selling new styles
Building concrete relationships with specific clientele through verbal and electronic communications
Supporting the Sales Representatives in assigned territory
Extracting, analyze, and communicate reports to ensure timeliness of delivery of merchandise
Providing accurate and complete information to customers and CRM databases
Sourcing new sales opportunities through inbound lead follow-up and outbound calls and emails
Identifying additional sales opportunities through outbound calls to designated territory and various company initiatives
Routing qualified opportunities to the field sales representative for further development
Processing all returns and exchange orders in a timely manner
Building strong relationships with internal departments