Call Centre Agent

About the role

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.

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.

Requirements

• 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

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.

Benefits

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