About the role

Bilingual Customer Service Advisor supporting Dermalogica’s professional skincare customers and partners. Processing orders, resolving inquiries, recommending products, and routing leads in a Toronto hybrid role.

Responsibilities

Receive and process orders via phone, chat, and email for accounts and in-house departments, including corrections and changes
Promote additional customer sales by providing information on new, reformulated, and promotional products, including freight incentives and discounts
Collaborate constructively with departments, co-workers, customers, and others
Resolve product or service problems by clarifying complaints, determining causes, selecting and explaining solutions, expediting corrections, and following up
Prepare product or service reports by collecting and analyzing customer information
Bring forward ideas to improve customer satisfaction and department efficiency
Vet new leads, document them accurately, and route them to the appropriate Sales Representative
Assist the Senior Customer Service associate with other projects as requested
Create Return Merchandise Authorizations (MRAs) when required
Respond to account, consumer, and staff inquiries, including chat platforms and related emails, within 24 hours
Recommend potential products by collecting customer information and analyzing customer needs
Maintain order accuracy by confirming requested items, quantities, and total cost

Minimum high school diploma or equivalent
Bilingual in English and French
Licensed/qualified Skin Therapist preferred, or equivalent professional skincare/customer service experience
Demonstrated ability in Microsoft Office, with emphasis on Excel and Word
Exceptional written and phone communication skills
Ability to multitask and prioritize
Good organizational skills
Ability to work well in a team and fast-paced environment
High integrity and adherence to Company Principles and ethical standards of professional conduct
Strong customer service orientation and relationship-building skills
Strong attention to detail
Strong conflict resolution and sound problem-solving skills
Experience with CRM platforms such as Gorgias, Sugar, and/or Shopify is an asset
Strong knowledge of skincare, skin treatments, and client consultation is an asset