E-commerce Customer Experience Specialist

Joseph Ribkoff designs classic and contemporary clothing for avant-garde women with a youthful mindset. Each of our carefully tailored garments offers the three elements that set us apart: comfortable fashion, perfect fit, and unmatched quality.

Over the years, the Joseph Ribkoff brand has evolved into a reference for timeless and bold style. Driven by a passion that has never ceased to propel our company's vision, Joseph Ribkoff is an ally to women, dressing them with elegance and perfect fit for over 65 years. Whether it's the unique quality and design of our products or our unwavering commitment to our retail partners, Joseph Ribkoff's values resonate in everything we do and create.

Today, his work continues thanks to the efforts of a dedicated and talented team working from around the world. Offered in over 60 international markets, Joseph Ribkoff is a global emblem of quality and elegance.

The Montreal headquarters, where most of their employees are located, offers career opportunities in design, operations, sales, marketing, finance, IT, and HR, as well as in production and warehouse facilities.

OBJECTIVE:

The E-commerce Customer Experience Specialist supports Joseph Ribkoff clients by providing courteous and professional service via phone, chat, and email. Acting as the key point of contact for both English and French-speaking customers, this person ensures smooth order management, efficiently handles requests, and delivers a consistent and internationally calibrated customer experience.

The goal is to maintain high operational efficiency in a dynamic e-commerce environment while identifying opportunities to improve customer satisfaction and long-term loyalty.

RESPONSIBILITIES

• Respond promptly to customer inquiries via phone, chat, and email in both French and English
• Assist customers with orders, returns, exchanges, shipping, payments, and product information
• Advise customers on sizing, fitting, styling, and product availability
• Resolve situations professionally while adhering to the tone and standards of the Joseph Ribkoff brand
• Document interactions accurately and update customer accounts in the service platform
• Identify opportunities to enhance the customer experience or suggest complementary products
• Escalate complex or sensitive situations to appropriate internal teams
• Collaborate with marketing, operations, and logistics teams to ensure accurate and timely order processing
• Maintain in-depth knowledge of collections, promotions, and brand policies

REQUIRED QUALIFICATIONS

• Minimum of 2 years of customer service experience, ideally in e-commerce, fashion, or retail
• Proficiency in both French and English (oral and written)
• Experience in customer support via phone, chat, and email
• Excellent written communication skills with attention to tone and clarity
• Familiarity with customer service and e-commerce platforms (e.g., Gorgias, Shopify)
• Strong organizational skills and ability to manage multiple cases simultaneously
• Customer-oriented mindset and understanding of the expectations of a high-end brand

Joseph Ribkoff is an equal opportunity employer and does not discriminate against any employee or applicant based on age, race, religion, color, disability, sex, sexual orientation, or origin.