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E-commerce Customer Experience Specialist

Joseph Ribkoff designs classic and contemporary garments for fashion-forward women with a youthful state of mind. For more than 65 years, the company has been recognized for the quality, style, and fit of its collections.

Present in more than 60 international markets, the brand has become a global symbol of quality and elegance. The Montreal head office is home to most employees and offers career opportunities in design, operations, sales, marketing, finance, IT, human resources, production, and warehousing.

Joseph Ribkoff is an equal opportunity employer.

Job description :

The E-commerce Customer Experience Specialist supports Joseph Ribkoff customers by delivering professional and courteous service through phone, chat, and email.

The role serves as a key point of contact for both English- and French-speaking customers. The successful candidate manages customer requests, order-related inquiries, and contributes to delivering a consistent customer experience in a dynamic e-commerce environment.

Specific Working Conditions

  • Full-time position
  • Customer support provided by phone, chat, and email
  • Support for French- and English-speaking customers
  • Dynamic e-commerce environment
Responsibilities :
  • Respond promptly to customer inquiries by phone, chat, and email in both French and English.
  • Assist customers with orders, returns, exchanges, shipping, payments, and product information.
  • Advise customers on sizing, fit, styling, and product availability.
  • Resolve customer situations professionally while respecting brand standards.
  • Accurately document interactions and update customer accounts within the service platform.
  • Identify opportunities to enhance the customer experience or suggest complementary products.
  • Escalate complex or sensitive cases to the appropriate internal teams.
  • Collaborate with Marketing, Operations, and Logistics teams to ensure accurate and timely order processing.
  • Maintain a strong knowledge of collections, promotions, and brand policies.
Candidate profile :
  • Minimum of 2 years of customer service experience.
  • Experience in e-commerce, fashion, or retail is preferred.
  • Fluency in French and English, both spoken and written.
  • Experience providing customer support via phone, chat, and email.
  • Excellent writing skills with attention to tone and clarity.
  • Familiarity with customer service and e-commerce platforms such as Gorgias and Shopify.
  • Strong organizational skills and ability to manage multiple cases simultaneously.
  • Strong customer-focused mindset.
  • Understanding of the expectations of a premium brand.

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