Contact Centre Agent

Nordik Spa Village Chelsea, Thermea Spa Village Winnipeg and Thermea Spa Village Whitby

Supported by a team of more than 800 passionate employees, we combine innovation, expertise, and team spirit to push the standards of wellness further. Every team within Groupe Nordik has an important role to play in turning our ambitious creations into reality. Each of us is a passionate individual, united around a single mission: to make a difference.

What you will do:
Our contact center representatives are the starting point and the ending point of our wellness experience. From managing reservations to educating clients on the benefits of our spas, our contact center agents are at the heart of our operations. Our contact center agents assist our clients in different ways, whether through phone calls or online requests.

Our contact center supports our operations and our clients at all times. We are open Monday through Sunday, 364 days a year.

Responsibilities:

• Provide customer support by phone, chat, and/or email;
• Answer questions and facilitate problem resolution;
• Provide product recommendations and/or complete the sales cycle based on the client's needs;
• Recognize and act on upselling opportunities;
• Recognize the right time to escalate issues or complaints to supervisors, based on the client interaction;
• Gather information and document the details of client interactions to ensure appropriate follow-up on the client's request;
• Uphold contact center standards for customer service excellence, including scripts and procedures;
• Follow up on all internal requests, as needed.

To succeed in this role, you will need:

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

Your profile stands out thanks to your:

• Strong communication skills (oral and written, in both French and English);
• Ability to multitask;
• Excellent interpersonal skills;
• Analytical mindset and attention to detail.

Salary & Benefits:

• Competitive salary according to Groupe Nordik's salary scale;
• Access to a comprehensive benefits plan, including telemedicine;
• Free spa access for you and a guest of your choice;
• Discounts on food and on massage therapy and esthetic services at our spas;
• Free access to an on-site fitness room;
• Warm work environment with free parking and non-alcoholic beverages;
• Personalized training and development program.