Senior Agent, Contact Center-FR

Gatineau, QCFull-time3 hours ago

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Nordik Group is the leading creator of wellness spa villages, including the largest Spa in North America (Chelsea, QC) as well as the largest Event Sauna (Whitby, ON).

Since we opened our doors in 2005, we have grown to over 500,000 visits per year in our 3 existing sites (Nordik Spa Village | Chelsea (QC), Thermëa Spa Village| Winnipeg (MB) and Whitby (ON)).

Our team of 700 employees brings our operations to life with their innovative approach to wellness. Each team at Nordik Group has an important role to play in making our ambitious creations a reality.

Each of our colleagues is a passionate individual who wants to make a difference. This passion meets innovation and allows us to grow.

Why join Nordik Group

Stimulating environment with constant challenges
Culture of collaboration and teamwork
Building strong relationships to better support clients
Being the voice and image of the company brand
Hourly rate of $25.90 to $29.72 (depending on experience)
Access to a complete benefits package including telemedicine.
Free access to the spa for you and a person of your choice.
Discounts on food and massage therapy and aesthetics services at our spas.
Free access to a workout room on the job site.
Personalized training and development program.

What you will do

Our contact center, open 7 days a week, is the showcase of our commitment to customer satisfaction, with flexible schedules adapted to needs:

Monday to Friday: 9:00 a.m. – 9:00 p.m.
Saturday and Sunday: 9:00 a.m. – 5:00 p.m.
Instant messaging available every day from 8:00 a.m. to 9:00 p.m.

The person selected for the position currently being recruited must be available for work shifts from Friday to Tuesday from 8:00 a.m. to 9:00 p.m. The schedule will be subject to change according to needs. The planned days off are Wednesday and Thursday.

Responsibilities

Integrate, train, and coach new members to ensure high team performance.
Serve as a key link between agents and managers, offering advice and support.
Manage gift certificates and handle customer complaints quickly and professionally.
Support spa operations by adapting the experience to the needs of guests and colleagues.
Manage multi-channel customer interactions with reactivity and professionalism (phone, email, chat, SMS, and social media)
Identify and seize sales opportunities to maximize revenue.
Ensure follow-up of VIP customers and manage reservations, including groups.
Intervene in a flexible and proactive manner to ensure impeccable service.
Maintain a high level of quality and performance, even under pressure.

To succeed in this position, you will need

To be passionate about sales and customer service, with the ability to create authentic and lasting relationships with customers.
To hold a secondary school diploma (DEP, DEC or AEC in customer service, hospitality or administration is an asset).
To have a minimum of 3 years of experience in a contact center or in customer service, including experience in sales and management of complex situations.
To be perfectly bilingual (French and English), both orally and in writing.
To demonstrate excellent communication skills, with the ability to influence, advise and adapt one's approach according to the customer and the context.
To demonstrate a strong team spirit, flexibility, initiative and autonomy in prioritizing tasks.
To demonstrate a strong ability to manage multiple tasks simultaneously and autonomously.
To have a great attention to detail as well as consistency in rigor in a dynamic and constantly evolving environment.