Temporary Bilingual - Full-Time Customer Service Expert

Job Title: Temporary Bilingual - Full-Time Customer Service Expert

Department:

Looking to unbox your full potential? Find YOUR Fit at the ALDO GROUP.

Join the ALDO Group and thrive in a culture of continuous learning and impactful social responsibility! We offer exceptional training programs and are committed to ethical practices and sustainability. Find YOUR Fit while making a positive difference - apply now!

FIND YOUR FIT

• Recognition programs to showcase your talent!
• Tools to support and help them to reach their Career Goals.  (Training Offers, Scholarship Programs, LinkedIn Learning and more).
• To be part of a company that takes a stand on issues affecting people, the environment, and our partners
• Summer Fridays (because Summer is for fun)
• Purchase discount on merchandise sold in all our divisions.
• Family & Friends events with discounts on our products
• Subsidized cafeteria & daycare
• Subsidized public transportation and free parking
• On-campus gym with access to a trainer
• Flex schedules and possibility to work from home
• Sick days
• Attractive total compensation!
  
  

YOUR ROLE

Reporting to the Team Leaders of the Customer Contact Centre, the Customer Service Expert will guide our customers through their shopping journey, ensuring an exceptional and memorable experience. Your primary responsibility will be to serve as the main point of contact for customers via phone, chats, and email accurately documenting each interaction. You will play a key role in assisting with both purchase inquiries and post-purchase service while building strong relationships with customers to foster brand loyalty for all ALDO Group Banners (Sperry, ALDO and Call It Spring for North America)

The ALDO Group will provide the necessary equipment, including a laptop, keyboard, monitor, headset, and mouse. You will need a dedicated workspace or separate room, free from distractions, with a stable high-speed internet connection.

Hour of Operations

Monday-Friday: 9:00 am to 5:00 pm EST (closed December 25, 2024 & January 1, 2025)  

• Extends hours Black Friday & Cyber Monday period.
  
  

Start date: November 18 or November 25, 2024

End date: January 11, 2025  

Salary : $18.00 per hour plus bonus at the end of the contract pending on performance.  

Schedule: Full-Time Hours: Monday to Friday, 9:00 AM to 5:00 PM EST

Special Holiday Hours of Operation:

• December 23, 24, 26, 27, 30, 31: 9:00 AM to 5:00 PM EST
  
  

Extended Operational Hours:

• Black Friday (November 29th): 9:00 AM to 10:00 PM EST
• Cyber Monday (December 1st): 9:00 AM to 10:00 PM EST
• Post-Purchase Week (December 1st to 7th):
• Monday to Friday: 9:00 AM to 10:00 PM EST
• Saturday, December 7th: 9:00 AM to 5:00 PM EST.
  
  

Note: Additional hours will be required during these extended operational periods.

Responsibilities:  

• Serve as the primary point of contact for SPERRY, ALDO & CALL IT SPRING customers across North America, handling chats, emails, and incoming calls while accurately documenting every interaction.  
• Manage customer purchase needs and resolve post-purchase issues from start to finish, always prioritizing a CUSTOMER FIRST mindset.
• Document all interactions in our Customer Relation Management Platform while following the established processes.   
• Deliver exceptional and memorable experiences, fostering relationships with customers to promote brand loyalty.
• Maintain expertise in product knowledge and procedures, consistently meeting or exceeding key performance metrics.
• Actively collaborate with team members and participate in team meetings with the Team Leaders.
• Act as an ambassador for the ALDO Group, representing the company’s culture and values of Love, Respect, and Integrity positively and professionally.
  
  

  

Training Requirements:  

• You must be available to attend a group initial training from;
• November 18, 2024, to November 22, 2024, from 9:00 To 6:00 pm EST
• November 25 2024 to November 29, 2024, from 9:00 to 6:00 pm EST
• In our Head Quarter office in Ville Saint-Laurent on Monday & Wednesday
• Remotely on Tuesday, Thursday, and Friday via online classes using Microsoft Teams   
• You Must complete with success (85%) knowledge quizzes and final test.
  
  

 

DO YOU HAVE THE PROFILE WE'RE LOOKING FOR?

To qualify for this role, you must have…  

• College degree  
• 1 to 3 years experience in the retail industry or customer service role 
• Strong spoken and written communication in English and French, with the ability to communicate complex concepts effortlessly while adapting to the customer.  
• Knowledge in Microsoft365 or GSuite would be an asset
• An outgoing & caring personality with a passion for exceptional and memorable customer service.  
• Strong Computer skills, work ethic, autonomy, and flexibility.  
• Self-starters who are comfortable taking initiative. Keen problem solvers with a unique ability to “think on their feet.”  
• Team player with proven ability to prioritize, organize, and multi-task with excellent attention to detail and priorities.  
  
  

 

WE'RE ON A JOURNEY TO CREATE A WORLD OF LOVE, CONFIDENCE AND BELONGING

The ALDO Group has been on this journey for over 50 years. We believe that our passionate associates are at the heart of our success, and that with them we will lead into our future with kindness.

The ALDO Group is committed to diversity and inclusion, not only now, but for the long term. We strongly encourage people who are Aboriginal, racialized, have disabilities, come from gender and sexually diverse communities and/or have intersectional identities to apply for employment with us. At ALDO Group, we will always strive to take steps to create a diverse and inclusive work environment that promotes equal opportunity and accountability.#FindYourFit

,

Reporting to the Team Leaders of the Customer Contact Centre, the Customer Service Expert will guide our customers through their shopping journey, ensuring an exceptional and memorable experience. Your primary responsibility will be to serve as the main point of contact for customers via phone, chats, and email accurately documenting each interaction. You will play a key role in assisting with both purchase inquiries and post-purchase service while building strong relationships with customers to foster brand loyalty for all ALDO Group Banners (Sperry, ALDO and Call It Spring for North America)

The ALDO Group will provide the necessary equipment, including a laptop, keyboard, monitor, headset, and mouse. You will need a dedicated workspace or separate room, free from distractions, with a stable high-speed internet connection.

Hour of Operations

Monday-Friday: 9:00 am to 5:00 pm EST (closed December 25, 2024 & January 1, 2025)  

• Extends hours Black Friday & Cyber Monday period.
  
  

Start date: November 18 or November 25, 2024

End date: January 11, 2025  

Salary : $18.00 per hour plus bonus at the end of the contract pending on performance.  

Schedule: Full-Time Hours: Monday to Friday, 9:00 AM to 5:00 PM EST

Special Holiday Hours of Operation:

• December 23, 24, 26, 27, 30, 31: 9:00 AM to 5:00 PM EST
  
  

Extended Operational Hours:

• Black Friday (November 29th): 9:00 AM to 10:00 PM EST
• Cyber Monday (December 1st): 9:00 AM to 10:00 PM EST
• Post-Purchase Week (December 1st to 7th):
• Monday to Friday: 9:00 AM to 10:00 PM EST
• Saturday, December 7th: 9:00 AM to 5:00 PM EST.
  
  

Note: Additional hours will be required during these extended operational periods.

Responsibilities:  

• Serve as the primary point of contact for SPERRY, ALDO & CALL IT SPRING customers across North America, handling chats, emails, and incoming calls while accurately documenting every interaction.  
• Manage customer purchase needs and resolve post-purchase issues from start to finish, always prioritizing a CUSTOMER FIRST mindset.
• Document all interactions in our Customer Relation Management Platform while following the established processes.   
• Deliver exceptional and memorable experiences, fostering relationships with customers to promote brand loyalty.
• Maintain expertise in product knowledge and procedures, consistently meeting or exceeding key performance metrics.
• Actively collaborate with team members and participate in team meetings with the Team Leaders.
• Act as an ambassador for the ALDO Group, representing the company’s culture and values of Love, Respect, and Integrity positively and professionally.
  
  

  

Training Requirements:  

• You must be available to attend a group initial training from;
• November 18, 2024, to November 22, 2024, from 9:00 To 6:00 pm EST
• November 25 2024 to November 29, 2024, from 9:00 to 6:00 pm EST
• In our Head Quarter office in Ville Saint-Laurent on Monday & Wednesday
• Remotely on Tuesday, Thursday, and Friday via online classes using Microsoft Teams   
• You Must complete with success (85%) knowledge quizzes and final test.
  
  

 

,

To qualify for this role, you must have…  

• College degree  
• 1 to 3 years experience in the retail industry or customer service role 
• Strong spoken and written communication in English and French, with the ability to communicate complex concepts effortlessly while adapting to the customer.  
• Knowledge in Microsoft365 or GSuite would be an asset
• An outgoing & caring personality with a passion for exceptional and memorable customer service.  
• Strong Computer skills, work ethic, autonomy, and flexibility.  
• Self-starters who are comfortable taking initiative. Keen problem solvers with a unique ability to “think on their feet.”  
• Team player with proven ability to prioritize, organize, and multi-task with excellent attention to detail and priorities.