Senior Contact Centre Agent

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), Thermea 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 Senior Contact Center Agents are there to support our clients and our contact center team. Their expertise assists with guest feedback, fraud verification, VIP reservations and more. They will complete the wellness experience and are a resource to our agent team.

The Senior Contact Center Agent continue 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.

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.
• Participate in the training, coaching, and onboarding of new team members.
• Mentoring and offering support to Agents.
• Creating employee and VIP reservations.
• Printing and preparing online gift certificate orders for shipping.
• Assisting manager with answering Guest Feedback.
• Follow up on all internal requests as needed.

To be successful in this position you will need:

• High school diploma
• Minimum 3 (three) 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 details.

Salary & Benefits:

• Hourly rate from $25.52 to $29.29 (depending on experience).
• Comprehensive benefits package (including telemedicine).
• Free access to the spa for you and a plus one.
• Discounts on food, massage therapy, esthetic services, and more.
• Free access to an exercise room at the workplace.

Work schedule and status:

• Position of 37.5 hours/week (Full-time)
• Availability between 8:00 am and 9:00 pm as well as weekends.