Senior Customer Service Agent

About the role

The Senior Customer Service Agent will be the primary point of contact for handling customer complaints, orders, and inquiries. In addition to delivering effective solutions, the role includes mentoring and training new agents to ensure a high‑performing support team.

Key responsibilities

• Work closely with other customer service agents to guarantee proper handling of issues.
• Listen actively to customers and internal teams to understand needs and resolve complex complaints.
• Provide timely solutions and follow‑up to confirm resolution.
• Recommend books or related products to potential customers when appropriate.
• Maintain up‑to‑date knowledge of titles in the book industry.
• Assist the manager with coaching and development of new or under‑performing agents.
• Perform additional duties as assigned, including occasional overtime or weekend work.

Required profile

• Bachelor’s degree in Business, English, French literature, translation, or a related field.
• 3‑5 years of relevant customer service experience.
• Fluent in English and French.

Required skills

• Strong communication and organizational abilities.
• Proficiency with standard computer applications.
• Ability to manage stress, time, and prioritize tasks.
• High emotional intelligence, problem‑solving orientation, and attention to detail.