Call Centre Agent

CUSTOMER SERVICE REPRESENTATIVE

POSITION SUMMARY

La Senza is seeking a Customer Service Representative to support customers through incoming phone calls, email, and chat inquiries. This role takes a responsive, caring approach to resolving customer concerns, building rapport, and providing an excellent customer experience, ideally within a single interaction. Paid training will be provided on company procedures and service protocols.

KEY RESPONSIBILITIES

• Listen to customers, understand their needs, and resolve issues while creating a positive and memorable experience.
• Respond to incoming customer inquiries by phone, email, and chat.
• Use company systems and technology to complete customer service tasks accurately and efficiently.
• Maintain confidentiality of company and customer information.
• Escalate customer feedback or concerns to management when appropriate.
• Support other departmental duties as needed.

QUALIFICATIONS

• Previous call center experience required.
• Strong verbal and written communication and active listening skills.
• Ability to communicate effectively with a diverse range of customers and handle sensitive situations professionally.
• Strong problem-solving, analytical, organizational, and prioritization skills.
• Ability to maintain a steady work pace and work independently with minimal supervision.
• Team-oriented, self-motivated, and dependable, with consistent attendance and punctuality.
• Fluent English reading and writing skills, including accurate spelling and professional email etiquette.
• Working knowledge of Microsoft Word, Excel, email, and web-based applications.
• Willingness to support other functions within the department as needed.

SCHEDULE & EMPLOYMENT DETAILS

• Typical schedule: Monday to Friday, 8:00 a.m. to 4:30 p.m.
• Overtime and weekend work may be required based on business needs.
• Position may begin as seasonal, with the possibility of becoming permanent.
• Hourly compensation: To be confirmed.

WHAT WE OFFER

• Paid on-the-job training.
• Opportunities for growth and advancement.
• Paid time off and sick time, where applicable under company policy and law.

This job description outlines the general nature of the role and may be updated based on business needs.