Customer Service Agent (contract)

Contractual Customer Experience Agent

Altitude Sports is a Montreal-based leading ecommerce retailer in Canada, working and playing at the intersection of fashion and the outdoors. Founded in 1984, the company offers best-in-class advice on premium gear and technical apparel, a members-only benefits program, and a curated selection of products for outdoor adventures and urban pursuits. Our team is united by a passion for excellence, bringing together diverse talents and interests. Despite our growth, we remain true to our roots as the local shop nearly 40 years ago. Dedicated to sustainability, we strive to minimize our environmental impact, ensuring our love for the outdoors is matched by our commitment to preserving it.

Our vision: To be the biggest little shop.

Our mission: To equip our clients with the most durable & well-designed goods through an ecommerce experience that's unequaled.

Our values: Put the customer first. Just say it. Run with it. Have fun.

The Role: As a Contractual Customer Experience Agent for a period of approximately 4-months, you will be called upon to provide courteous service and advice to our customers via chat, email or telephone. We are looking for attentive and passionate agents, available full-time (32 hours/week).

What you will do:

• Offer professional and personalized service to our vast clientele by communicating with them via chat, email or telephone;
• Assist and advise our customers on the products sold on Altitude-sports.com, according to their needs;
• Process requests for product returns, price matches, warranties, etc.;
• Process refunds and follow up on them;
• Follow up on orders and any research related to them;
• Follow up with our warehouse, marketing, or product content teams as needed;
• Remain vigilant in the face of potential fraud.

Who you are:

• Experience in a customer service role (in person or online);
• Fluent in English and French, both written and spoken;
• Naturally courteous and professional in your approach (an asset);
• Keen interest in fashion and outdoor products (an asset);
• Ability to manage several tasks and applications simultaneously;
• Able to stay calm in stressful situations;
• Experience with Gladly and Shopify (an asset).

Desired Availabilities:

• Our Customer Experience Centre is open 7 days a week
• Available schedule: full-time (32h per week), possibility of a mixed schedule: day, evening and weekend
• 4 week paid training period at the office (Little Italy in Montreal)
• Hybrid - work-from-home with requirement to work from the office 1x per week
• Available for a 4-month period.

Hourly Wage: $17.00 per hour

What's in it for you:

• Employee discounts on top outdoor and fashion brands at the end of your contract
• Flexible hybrid work options (remote & in-office)
• A supportive, collaborative team that values growth and learning
• Transferable experience that prepares you for future careers in retail, customer service, call centers, and more
• A chance to participate in social committees, sports teams, group outings and contests
• A modern office in the heart of Montreal's Little Italy

Altitude Sports is committed to cultivating a work environment that champions inclusivity. We empower each team member to embrace their authentic selves and celebrate the diverse perspectives that uniquely enrich our collective. We extend a warm invitation to all individuals irrespective of factors such as race, national or ethnic origin, color, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, or disability. We can't wait for you to create your own adventure with us!