Customer Care Representative

Join our team to achieve your full career potential!

We are proactive, outside the box thinkers and doers who stop at nothing to make the iconic Laura and Melanie Lyne brands shine!

Privately owned and based in Laval, Quebec, with a strong vision for innovation and optimizing the employee and client experiences, we continue to help generations of Canadian women to look and feel their best.

Reporting to the Manager of Customer Care, the Customer Service Representative is responsible for delivering an exceptional customer experience and maintaining a high level of customer satisfaction for Laura and Melanie Lyne customers. The ideal candidate has strong communication and problem-solving skills, and is comfortable managing inbound phone inquiries, responding to customer emails, and providing support across multiple communication channels.

Critical Functions

• Manage multiple communication channels simultaneously, including phone calls, emails, and live chat, while maintaining accuracy and responsiveness.
• Maintain a customer-centric approach in all interactions, demonstrating professionalism, empathy, and a commitment to service excellence.
• Resolve customer concerns professionally and efficiently, ensuring a positive customer experience and maintaining the company's service standards.
• Respond to customer inquiries related to in-store experiences, product availability, online shopping assistance, shipping and order tracking, promotions, returns, and other customer service matters.
• Investigate customer complaints and identify potential service gaps or failures to support effective resolution and continuous improvement.
• Escalate technical issues and service-related concerns to the appropriate teams in accordance with established procedures.
• Provide timely and professional responses in accordance with company policies, procedures, and established Service Level Agreements (SLAs).
• Document all inbound technical and service-related inquiries, interactions, and resolutions in the designated case management system.

Additional Responsibilities

• Contribute to a collaborative team environment and support ongoing efforts to improve service quality, operational efficiency, and the overall customer experience.
• Provide support to other departments as required and contribute to cross-functional initiatives, special projects, and other assigned duties.
• Comply with all current and new company policies, procedures, and guidelines, including those related to Loss Prevention, Health and Safety, and Human Resources.

Requirements and Qualifications

• One year of experience in customer service or a call centre environment is preferred.
• Previous retail experience is considered an asset.
• Availability to work full-time with a flexible schedule, including weekdays, evenings, and weekends.
• Ability to multitask, adapt to changing priorities, and learn new processes quickly.
• Strong interpersonal skills, with an empathetic and customer-focused approach to understanding and addressing customer needs.
• Excellent problem-solving, organizational, and time-management skills.
• Strong teamwork and collaboration skills, with the ability to work effectively in a team-oriented environment.
• Proficiency in computer applications and the ability to navigate multiple systems efficiently.

Don't miss this opportunity to join an exceptional team!

Laura Canada is a family-owned retailer housing two iconic women’s fashion apparel brands, Laura and Melanie Lyne. Based in Laval, Quebec, we design, produce, market and sell our fashion collections across Canada.

We proudly employ over 2,000 dedicated team members and operate more than 140 retail store locations as well as operating laura.ca and melanielyne.com.

We attribute our success to the unwavering commitment of our teams to delivering outstanding customer experiences while embodying our shared values of integrity, respect, teamwork, performance, and passion.

At Laura Canada, we believe that delivering an outstanding customer experience is driven by our commitment to an outstanding employee experience.