Job Description

Resume du poste

Relevant des chefs d'equipe du Centre de contact client, l'Expert(e) du service a la clientele accompagne nos client(e)s tout au long de leur parcours d'achat afin d'offrir une experience exceptionnelle et memorable.

Vous serez le point de contact principal pour les clients des marques SPERRY, ALDO et CALL IT SPRING a travers l'Amerique du Nord, en repondant aux demandes par clavardage, courriel et appels entrants, tout en creant un lien personnalise avec chaque client(e) afin de renforcer leur attachement aux marques du Groupe ALDO.

Ce poste exige la capacite de communiquer en francais et en anglais, car notre equipe dessert une clientele a l'echelle nord-americaine, y compris un volume important de client(e)s provenant des Etats-Unis.

Le Groupe ALDO fournit tout l'equipement necessaire : ordinateur portable, clavier, ecran, casque et souris. Vous devez disposer d'un espace de travail dedie, calme, sans distractions, avec une connexion Internet haute vitesse stable.

Heures d'ouverture

Du lundi au vendredi : de 9 h a 17 h (HNE)

Heures d'ouverture pendant les semaines du vendredi Fou et du Cyber lundi

Semaine du vendredi Fou 23 novembre & Semaine du Cyber lundi 30 novembre Du lundi au vendredi de 9 h a 22 h le samedi de 9 h a 17 h (HNE) Les dimanches 7 et 14 decembre de 9 h a 17 h (HNE)

Heures d'ouverture pendant les Fetes

(Ferme les 25 decembre 2025 et 1er janvier 2026)

Semaine du 22 decembre et semaine du 29 decembre de 9 h a 17 h (HNE)

Horaire

Du lundi au vendredi de 9 h a 17 h (HNE)

Avis concernant l'horaire du vendredi fou, Cyber Lundi et de la periode des Fetes

Veuillez noter que des ajustements seront apportes a votre horaire regulier. Des heures supplementaires seront requises durant les evenements cles du commerce de detail mentionnes dans nos heures d'ouverture. La flexibilite et la disponibilite durant cette periode sont essentielles pour offrir un soutien efficace a nos clients.

Date de debut

3 novembre 2025

Date de fin

7 janvier 2026

Salaire

18,00 $ de l'heure, plus une prime a la fin du contrat selon la performance.

Attentes pour la formation de groupe

Afin d'assurer une integration reussie, veuillez lire attentivement les exigences suivantes en matiere de disponibilite et d'engagement pour la formation :

Horaire de formation

Dates : du 3 au 7 novembre

Heures : de 9 h a 19 h (HNE), tous les jours

Format : hybride (en presentiel et a distance)

Format de formation hybride

Lundi a mercredi : formation en presentiel au siege social Jeudi et vendredi formation a distance via Microsoft Teams

Responsabilites principal

Servir de point de contact pour les client(e)s de SPERRY, ALDO et CALL IT SPRING en Amerique du Nord par clavardage, courriel et telephone Gerer les besoins d'achat et resoudre les problemes apres-vente avec une approche axee sur la resolution au premier contact Documenter toutes les interactions dans notre systeme CRM selon les procedures etablies Maintenir ses connaissances a jour et atteindre ou depasser les indicateurs de performance Representer les valeurs du Groupe ALDO : Amour, Respect et Integrite

Exigences du poste

Diplome d'etudes collegiales De 1 a 3 ans d'experience dans un role en vente au detail ou service a la clientele Excellente communication orale et ecrite en francais et en anglais, avec capacite a vulgariser des concepts complexes et a s'adapter a chaque client(e) Personnalite dynamique et axee sur les relations humaines Maitrise de Microsoft 365 ou GSuite (un atout) Solides competences informatiques, autonomie et flexibilite Esprit d'initiative, sens de la resolution de problemes et capacite d'adaptation Sens de l'organisation, rigueur et capacite a gerer plusieurs priorites

Profil recherche

A l'aise de communiquer en francais et en anglais dans un environnement nord-americain Apprecie le travail dans un environnement dynamique et axe sur le service a la clientele Attitude positive, empathique et esprit d'equipe Capacite a resoudre de facon autonome les situations complexes avec creativite Passion pour le commerce de detail et volonte d'offrir une experience exceptionnelle
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Customer Service Expert (Temporary Full-Time)

English Version

Job Title

Customer Service Expert (Temporary Full-Time)

Department

Customer Contact Center

Location of Head office

905 Hodge, Ville Saint-Laurent

Hybrid schedule: 2-3 days in office

Job Overview

Reporting to the Team Leaders of the Customer Contact Centre, the Customer Service Expert will guide our customers through their shopping journey, ensuring an exceptional and memorable experience.

Your primary responsibility will be to serve as the point of contact for ALDO, SPERRY, and CALL IT SPRING customers across North America, handling incoming calls, chats and emails while making a personal connection to deepen the brand for all ALDO Group banners.

This role requires the ability to communicate in both

French and English

, as our team services customers across North America, including a high volume of customers from the United States.

The ALDO Group will provide the necessary equipment, including a laptop, keyboard, monitor, headset, and mouse. You will need a dedicated workspace or separate room, free from distractions, with a stable high-speed internet connection.

Hour of Operations

Monday to Friday 9:00 to17:00 EST

Hours of Operations during Black Friday & Cyber Monday weeks

Black Friday week November 23 & Cyber Monday week November 30 Monday to Friday 9:00 to 22:00 & Saturday 9:00 to 17:00 EST December 7&14th 9:00 to17:00 EST

Hours of Operations during the Holidays (Close December 25, 2025 & January 1, 2026)

Week of December 22 & December 29 9:00 to17:00 EST

Schedule

Monday to Friday 9:00 to 17:00 EST

Black Friday & Cyber Monday & Holiday Schedule Notice

Please note adjustments will be made to your regular schedule. Additional hours will be required during key retail events listed in our Hours of operations. Flexibility and availability during this time are essential to support our customers effectively.

Start date

November 3, 2025

End date

January 7, 2026

Salary

$18.00 per hour plus bonus at the end of the contract pending on performance.

Group Training Expectations

To ensure a successful onboarding experience please read carefully availability and commitment to the following training requirements:

Training Schedule

Dates: November 3 to November 7 Hours: 9:00 AM to 7:00 PM EST daily Format: Hybrid (in-person and remote)

Hybrid Training Format

Monday to Wednesday: In-person training at Head Office Thursday & Friday: Remote training via Microsoft Teams

Responsibilities:

Serve as the primary point of contact for SPERRY, ALDO & CALL IT SPRING customers across North America, handlings incoming calls, chats while accurately documenting every interaction. Manage customer purchase needs and resolve post-purchase issues from start to finish, always prioritizing a CUSTOMER FIRST mindset. Document all interactions in our Customer Relation Management Platform while following the established processes. Deliver exceptional and memorable experiences, fostering relationships with customers to promote brand loyalty. Maintain expertise in product knowledge and procedures, consistently meeting or exceeding key performance metrics. Actively collaborate with team members and participate in team meetings with the Team Leaders. Act as an ambassador for the ALDO Group, representing the company's culture and values of Love, Respect, and Integrity positively and professionally.

To qualify for this role, you must have;

College degree 1 to 3 years' experience in the retail industry or customer service role Strong communication skills in both French and English, with the ability to convey complex concepts clearly and adapt to customers. An outgoing individual who is passionate about people and loves to make connections while delivering memorable and exceptional customer experiences Knowledge in Microsoft 365 or GSuite would be an asset. Strong Computer skills, work ethic, autonomy, and flexibility. Self-starters who are comfortable taking initiative. Keen problem solvers with a unique ability to "think on their feet." Team player with proven ability to prioritize, organize, and multitask with excellent attention to detail and priorities.

To be a great fit, you must;

Be fully comfortable communicating in French and English, as required by our North American customer base. Thrive in a fast-paced customer service environment. Be a positive, empathetic team player with a friendly attitude. Ability to take ownership and independently resolve customer situations while being creative. Natural passion for helping customers while being proactive and exceeding expectations. Be passionate about fashion retail and have a good business sense
Job Types: Full-time, Fixed term contract
Contract length: 3 months

Pay: $18.00 per hour

Work Location: Hybrid remote in Saint-Laurent, QC H4N 2B3