Contact Centre Agent

Creators of unique Canadian Spa Villages, Groupe Nordik brings exceptional wellness experiences to life in all its destinations.

Nordik Spa Village Chelsea, Thermea Spa Village Winnipeg and Thermea Spa Village Whitby

Supported by a team of more than 800 passionate employees, we combine innovation, expertise, and team spirit to push the standards of wellness further. Every team within Groupe Nordik has an important role to play in turning our ambitious creations into reality. Each of us is a passionate individual, united around a single mission: to make a difference.

About this opportunity:
This is a full-time, 3-month contract, with the possibility of a permanent position afterward. It’s a great chance to join our team, get to know our contact centre from the inside, and show what you can bring over the long term.

We also have a permanent, part-time position to fill. Its schedule is Monday, Wednesday, Thursday and Friday from 5 p.m. to 9 p.m. In your application, let us know whether you’re interested in the 3-month contract, the permanent position, or both.

What you will do:
Our contact centre representatives are the starting point and the ending point of our wellness experience. From managing reservations to educating clients on the benefits of our spas, our contact centre agents are at the heart of our operations. They assist our clients in different ways, whether through phone calls or online requests.

Our contact centre supports our operations and our clients at all times. We are open Monday through Sunday, 364 days a year.

Responsibilities:

• Provide customer support by phone, chat, and/or email;
• Answer questions and facilitate problem resolution;
• Provide product recommendations and/or complete the sales cycle based on the client's needs;
• Recognize and act on upselling opportunities;
• Recognize the right time to escalate issues or complaints to supervisors, based on the client interaction;
• Gather information and document the details of client interactions to ensure appropriate follow-up on the client's request;
• Uphold contact centre standards for customer service excellence, including scripts and procedures;
• Follow up on all internal requests, as needed.

To succeed in this role, you will need:

• A high school diploma;
• A minimum of 2 (two) years of experience in sales and/or customer service;
• Bilingualism (French and English) is essential to support our operations outside Quebec;
• Availability for day, evening and weekend shifts;
• Call centre experience is considered an asset;
• Availability to start quickly is considered an asset.

Your profile stands out thanks to your:

• Strong communication skills (oral and written, in both French and English);
• Ability to multitask;
• Excellent interpersonal skills;
• Analytical mindset and attention to detail.

Salary & Benefits:

• Competitive salary according to Groupe Nordik's salary scale;
• Paid training;
• Free spa access for you and a guest of your choice;
• Discounts on food and on massage therapy and esthetic services at our spas;
• Free access to an on-site fitness room;
• Warm work environment with free parking and non-alcoholic beverages;
• Possibility of a permanent position at the end of the contract, based on availability.