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Customer Service Advisor - Bilingual

Dermalogica
Toronto, CAN
Full-time
Junior · 1+ years experience
Onsite
Discovered Today

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ROLE & RESPONSIBILITIES

  • CUSTOMER RELATIONS ADVISOR
  • 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
  • ESSENTIAL SKILLS, KNOWLEDGE AND EXPERIENCE:
  • Minimum high school diploma or equivalent, with 1 year customer service experience preferred
  • Bilingual in English and French
  • Licensed/qualified Skin Therapist preferred, or equivalent professional skincare/customer service experience.
  • 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
  • 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
  • WORKING CONDITIONS:
  • Hybrid work schedule that allows employees to work in the office 60% of the time, with flexibility to work from home 40% of the work week. Office located downtown Toronto.
  • Why Join Us?
  • Monthly product allocation
  • RRSP matching
  • Comprehensive health, vision, and dental coverage
  • Maternity/paternity top-up & fertility benefit
  • Paid time off and personal days
  • Fitness subsidy
  • Mental health support tools
  • At Dermalogica, we champion the success of skincare professionals through innovation, education, and a commitment to excellence. Join us and be part of a mission-driven brand that puts people first.
  • Our commitment to you:
  • Dermalogica is committed to diversity and inclusion to enhance our business outcomes and create a brighter future for our diverse employees, global consumers, partners, and communities.
  • We welcome applications from visible minorities, individuals with disabilities, and members of the LGBTQ2+ community and encourage applicants to self-identify.
  • All Canadians have the right to equality in the workplace.

Qualifications

  • Experience with CRM platforms such as Gorgias, Sugar and/or Shopify is an asset

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