BonLook Inc. Hiring for Team leader, customer service at Montréal, QC Full Time

About BonLook

BonLook offers an innovative sales experience and stylish products with unwavering quality. Since its inception, the company’s goal has been to make prescription eyewear accessible and a must-have fashion accessory with unparalleled value. Initially launched online, the company has 36 points of sale in Canada and over 350 employees. Today, BonLook defines itself as the ultimate destination for a wardrobe of trendy frames, designed and created in Montreal.

Why BonLook ?

Participate in the success of a local company founded by entrepreneurs who saw the potential to develop an entire industry.

To evolve in a company whose products are conceived and designed in Montreal in a head office located in the heart of the Saint-Henri district on the banks of the Lachine Canal.

Work in a company whose organizational values are applied daily: joy, excellence, innovation and transparency.

Participate in a culture of diversity and inclusion in all areas of the company.

Develop professionally by having access to training on optics via our internal platform and the coaching of our optician trainers.

Access to a competitive total compensation package and a generous employee discount for you, your family and your friends.

Position

You will be at the forefront of operations aimed to achieve customer satisfaction. Your days will be punctuated by a wide range of tasks, from managing the daily organizational plan to solving the most complex customer cases. You will directly supervise a team and contribute to their development through your regular meetings. You will also be responsible for providing outstanding support to customer service representatives to help them respond to our customers’ concerns. Your expertise in customer service will also be called upon to help improve procedures and policies within the department. Good human resources management and strong communication skills will be important assets in your daily work.

Primary responsibilities

Carry out regular follow-ups on the productivity level of customer service representatives and ensure that the set objectives are met.

Be the reference in terms of technical knowledge for customer service representatives.

Contribute to the development and success of your team members.

Ensure compliance of policies and procedures within the department.

Provide outstanding support on a daily basis to customer service agents.

Support customer service representatives in their tasks by answering their technical questions and ensuring that their problems are resolved.

Establish daily organizational plans and adjust them accordingly.

Assign tasks to customer service representatives.

Produce quality control reports on a monthly basis for each member of your team.

Actively participate in management team meetings.

Take charge of the most problematic customer cases.

Resolve more complex payment or reimbursement problems and do the necessary follow-ups with the finance team and the various payment platforms.

Transmit all relevant information (promo, new product, etc…) to the different teams in the department.

Offer support to the stores.

Qualifications

High school diploma completed.

2 to 4 years of experience in customer service.

100% bilingual written and spoken (French and English)

Entrepreneurial spirit.

Creative, independent and fast learner.

Strong social/teamwork skills.

Great time management skills.

Not afraid of rapid growth and quick changes.

Since its inception, BonLook has been committed to making a difference and promoting diversity and inclusion. We believe that diversity in the workplace provides employees with the opportunity to reach their full potential. BonLook encourages people of all genders and cultures to apply for our roles. We offer equal employment opportunities to all.