Customer Care Representative (Contract)
Toronto, ON, Canada
Contracted
Customer Care
Mid Level
Born of a simple gesture in 1976, L’Occitane en Provence reveals the living power of flora, where the light of the sun meets the richness of the earth.
With advanced expertise, we turn these natural treasures into sensorial, efficient experiences, as sustainable as possible and profoundly inspired by Haute Provencal nature.
Our culture is built through everyday moments, how we behave, make decisions and show up for each other.
With Trust as our foundation, Curiosity as our compass, Excellence as our standard, we create lasting Impact
for the people around us and our planet.
L'Occitane en Provence offers a competitive compensation package and a comprehensive benefits package. L’Occitane en Provence is an equal opportunities employer. One way we act on this is by continuously fostering a more diverse and inclusive workplace and organizational culture. We are committed to building an environment that is free from discrimination and harassment, where everyone feels respected, valued, and able to grow. We seek positive-minded individuals who embody our core behaviors — Trust, Curiosity, Excellence, Impact — and who share our commitment to sustainability.
We welcome applications from people of all genders, ages, sexual orientations, ethnicities, background, religions, beliefs, ability statuses, and all other dimensions of diversity. Employment may be subject to verification of references and background check investigation.
If you believe your profile is a good match for this position, we invite you to apply even if you don’t fulfil every single listed qualification.
With advanced expertise, we turn these natural treasures into sensorial, efficient experiences, as sustainable as possible and profoundly inspired by Haute Provencal nature.
Our culture is built through everyday moments, how we behave, make decisions and show up for each other.
With Trust as our foundation, Curiosity as our compass, Excellence as our standard, we create lasting Impact
for the people around us and our planet.
Job Summary
The Customer Care Representative will act as a brand ambassador by assisting and resolving customer inquiries across various contact channels i.e. phone, email, chat, and social media. This role will capture customer's expectations, preferences, and aversions while finding helpful solutions and delivering exceptional, professional service in every interaction. This role is excellent for someone with a customer-centric, solution-oriented mindset who thrives in a fast-paced environment and learns quickly.
Job Responsibilities
- Customer Engagement & Service support
- Engage and develop relationships with customers by providing exemplary customer service and promote first contact resolution.
- Process customer orders, answer requests or complaints and bring the most appropriate answer/solution according to L’Occitane’s service guidelines.
- Actively listen to clients and maintains a friendly, positive, professional attitude.
- Promote additional products by identifying cross-selling opportunities and selling to customers.
- Consistently manage customer expectations, ensure delivery of the highest quality service, and solicit and act on customer feedback.
- Ensure customer concerns are handled appropriately, escalating issues to supervisor/manager when necessary.
- Resolves difficult situations with creativity, tact, and diplomacy.
- Keep accurate records and document customer service actions and discussions.
- Conduct outbound calling to customers, internal and external partners for various activities.
- Call Center Operations
- Identify and report any issues or factors affecting the customer experience and over-all journey of products and services to the supervisor/ manager when necessary.
- Propose new questions for online self-service FAQs and new email templates for the team’s email knowledge base.
- Complete operational processes, including filing carrier claims and handling marketplace disputes.
- Resolve field complaints and provide feedback to appropriate teams for continuous improvement.
- Collaborate with fulfillment teams to ensure smooth order processing and return management.
- Assist customers and provide quick complete resolutions via online live chat
- All other duties or projects as assigned
Key Performance Indicators (KPIs)
- Quality Assurance Scores by Support Channel: >92%
- Average Handling Time (AHT) by Support Channel: < 7:00 minutes
- Adherence to Contact Center SLAs and other KPIs
Requirements
Education
- Bachelor’s degree or equivalent experience.
Experience & Skills
- 1+ years of customer service experience or previous exposure to a call center environment.
- Experience working in e-commerce customer service is preferred
- Experience with luxury or beauty brands and prior work in a remote or distributed team environment are preferred.
- Demonstrates the ability to efficiently navigate and manage multiple computer applications.
- Ability to emotionally connect with and actively listen to customers to increase brand loyalty and sales.
- Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity).
- Strong technical skills in quickly learning and navigating software applications.
- Proficient using Windows, Microsoft Office Suite, and email/Outlook.
- Excellent communication in verbal and written form.
- Highly self-motivated, organized, and a team player.
- Ability to work independently, take direction, and prioritize accordingly.
- Ability to work cross-functionally in a fast-paced environment.
- Willingness and ability to operate in a team environment.
- Respond quickly to change with a positive attitude and a willingness to learn new ways to work and achieve goals.
- Bilingual (English/ Canadian French) is preferred.
What We Offer
- Comprehensive benefits package
- Generous employee discount to use on all your favorite L’Occitane en Provence product
L'Occitane en Provence offers a competitive compensation package and a comprehensive benefits package. L’Occitane en Provence is an equal opportunities employer. One way we act on this is by continuously fostering a more diverse and inclusive workplace and organizational culture. We are committed to building an environment that is free from discrimination and harassment, where everyone feels respected, valued, and able to grow. We seek positive-minded individuals who embody our core behaviors — Trust, Curiosity, Excellence, Impact — and who share our commitment to sustainability.
We welcome applications from people of all genders, ages, sexual orientations, ethnicities, background, religions, beliefs, ability statuses, and all other dimensions of diversity. Employment may be subject to verification of references and background check investigation.
If you believe your profile is a good match for this position, we invite you to apply even if you don’t fulfil every single listed qualification.
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