Customer Service Representative (Luxury Products)

TL;DR

Customer Service Representative (Luxury Products): Providing high-quality support for the House of Rohl luxury portfolio, managing inbound calls and emails for product inquiries and warranty support. Focus on resolving technical issues through documentation analysis and ensuring a premium consumer experience.

Location: Remote (Canada - preference for candidates in Ontario, New Brunswick, and Alberta)

Salary: $24.50 CAD per hour

Company

Industry-leading home, security and digital products company focused on transforming residential and commercial spaces into havens.

What you will do

• Manage inbound calls and emails for luxury product inquiries, troubleshooting, and warranty support.
• Interpret technical drawings and documentation to resolve diagnosis, repair, and installation questions.
• Utilize support technology to guide consumers on product identification and the use of service kits.
• Handle challenging or sensitive consumer situations with professionalism and empathy.
• Maintain accurate records of consumer demographics, product details, and troubleshooting steps.
• Achieve daily targets related to call quality, productivity, and operational adherence.

Requirements

• High school diploma or equivalent.
• 2+ years of experience in a contact center or fast-paced customer service environment.
• Bilingual fluency in English and French.
• Proficiency with Microsoft Office applications, including Outlook and Word.
• Must meet remote work requirements, including internet speed standards and maintaining a secure workspace.

Nice to have

• Associate’s or Bachelor’s degree.
• Experience with ERP systems such as SAP or Oracle.
• Experience using Microsoft Teams.

Culture & Benefits

• Comprehensive health and wellness plans.
• Annual bonus plan based on company and individual performance.
• Employee product discounts.
• Inclusive culture with various Employee Resource Groups (ERGs) to foster belonging.