Agent, Contact Center (full time)

Groupe Nordik is the leading creator of wellness spa villages, including the largest spa (Chelsea, QC) and the largest event sauna (Whitby, ON) in North America.

Since opening our doors in 2005, we have grown to now welcome over 500,000 visitors per year across our 3 existing locations (Nordik Spa Village | Chelsea (QC), Thermëa Spa Village | Winnipeg (MB), and Whitby (ON)).

Our team of 700 employees brings our operations to life through their innovative approach to well-being. Each team at Groupe Nordik plays an important role in making our ambitious creations a reality.

Every one of our colleagues is a passionate individual who wants to make a difference. This passion, combined with innovation, allows us to grow.

What you will do:

Our Contact Center Agents are the starting and the end point of our wellness experience. From managing bookings to educating customers on the benefits of our wellness spas our Contact Center Agents are at the heart of our operations. Our Contact Center Agents assist our customers in a variety of ways from phone calls to web requests.

Our Contact Center always supports our operations and our customers. We are open Monday to Sunday, 364 days a year. We operates 7 days a week, from Monday to Friday, 9:00 AM to 9:00 PM, and Saturday and Sunday from 9:00 AM to 5:00 PM. Live chat is available every day from 8:00 AM to 9:00 PM.

Responsibilities:

• Provide support to customers via phone, chat, and/or email;
• Respond to questions and facilitate problem resolution;
• Provide product recommendations and/or complete sales cycle based on customer needs;
• Recognize and utilize opportunities to upsell;
• Recognize when to escalate problems or complaints based on customer interaction;
• Gather information and document customer interaction details to ensure appropriate action to client’s request;
• Follow contact center standards of customer service excellence, including scripts and procedures;
• Follow up on all internal requests as needed.
  
  

To be successful in this position you will need:

• High school diploma;
• Minimum 2 (two) years of experience in sales and/or customer service;
• Bilingualism in French and English is essential to support our operations outside of Quebec;
• Call center experience is considered an asset.
  
  

Your profile stands out because of your:

• Strong communication skills (oral and written) in French and English;
• Ability to multitask;
• Excellent interpersonal skills;
• Analytical mind and attention to detail;
• Proactive and solution-oriented attitude;
• Ability to work well under pressure in a fast-paced, high-interaction environment;
• Proven ability to manage sensitive or conflict situations calmly, tactfully, and professionally;
• Discretion and respect for client and organizational confidentiality;
• Strong communication skills (verbal and written in French and English.
  
  

Salary & Benefits:

• Nordik Group pay scale: $21.62/hour;
• Access to a comprehensive benefits package, including telemedicine;
• Free access to the spa for you and a guest of your choice;
• Discounts on food, massage therapy, and esthetic services at our spas;
• Free access to an on-site fitness room;
• Welcoming work environment with free parking and complimentary non-alcoholic beverages;
• Personalized training and development program of 3 weeks.
  
  

Work schedule and status:

• Several full-time contracts (30 to 37.5 hours per week);
• Must be available for evenings and weekends;
  
  

Additional Information

• Hiring for the Christmas season (contract of 3 or 6 months);
• Start date: Between late August and mid-November;
• Contract until the end of March, with potential for extension.