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Role Summary:

The Customer Service Specialist will be a friendly, patient, and professional individual who delivers exceptional service to our growing customer base. As the first point of contact, they will provide high-quality support across multiple channels, including phone, email, live chat, and social media. Their goal is to resolve inquiries efficiently, ensure customer satisfaction, and represent the brand in a positive and consistent manner.

This role requires fluency in both English and French (Canadian), with the ability to communicate clearly and professionally in both languages to support a diverse customer base.

Responsibilities:

· Respond promptly and professionally to customer inquiries through multiple channels (phone, email, chat, social media).

· Assist customers with placing, tracking, and returning orders while maintaining a friendly, can-do attitude.

· Troubleshoot and resolve product or service issues efficiently.

· Process orders, returns, refunds, exchanges, and account adjustments.

· Escalate complex cases to senior support or management when necessary.

· Maintain detailed and accurate records of customer interactions in the CRM system.

· Educate customers on product features, services, and self-service options.

· Identify opportunities to upsell or cross-sell when appropriate.

· Follow company policies, scripts, and communication guidelines.

· Meet or exceed individual and team performance metrics (response time, resolution rate, etc.).

· Contribute to team knowledge base by documenting new issues and solutions.

Qualifications:

• Education: Bachelor’s degree in business, Communications, or related field is preferred.
• Experience: 2+ years’ experience in customer service. Experience in soft goods (backpacks/bags) products is viewed as a plus.
• Technical Skills: Strong experience with modern customer support platforms and accompanying product returns management software, with a strong preference for Zendesk and AfterShip. Strong Microsoft Outlook, and Teams skills. Strong analytical skills and comfort with Microsoft Excel are viewed as a plus.

Official SWISSGEAR and Wenger branded luggage, backpacks, and travel accessories manufacturer. Often imitated but never equaled, SWISSGEAR and Wenger are authentic Swiss brands in the genuine Victorinox Swiss Army Knife family of products. With a true commitment to embracing innovation, upholding Swiss principles of design, and tirelessly enforcing the highest standards of quality, we deliver highly functional, practical products to our consumers through our many big box and e-commerce retail partners.