Call Agent

Role Overview

The main mission of this role is to manage customer communication for a spa and academy located in Montreal, Canada. The position ensures exceptional client interaction through both inbound and outbound calls, focusing on appointment management, customer satisfaction, and rebooking. The role also contributes to the academy's sales efforts by promoting training packages and encouraging clients to book services. The goal is to deliver a polished, professional, and supportive experience that strengthens customer loyalty and drives business growth.

Key Responsibilities

Inbound Call Management

• Answer incoming calls promptly and professionally.
• Book, reschedule, or cancel appointments according to client needs.
• Provide accurate information about spa services, treatments, pricing, and academy programs.
• Handle customer inquiries with courtesy, clarity, and patience.

Outbound Call Activities

• Contact existing or past clients to follow up on their experience.
• Encourage rebooking of spa services or appointments.
• Conduct outreach to promote academy training programs and assist with enrollment.
• Maintain a warm, persuasive approach that supports sales objectives without pressure.

Customer Experience & Service Quality

• Maintain a friendly, professional phone presence aligned with the brand image.
• Identify customer needs and provide tailored recommendations.
• Escalate concerns or complaints to the appropriate team when needed.
• Ensure every interaction contributes to a positive customer journey.

Data & System Management

• Input and update client information in the booking system.
• Log call outcomes accurately and efficiently.
• Track customer feedback and share insights with the management team.

Qualifications

Core Competencies

• Bilingual proficiency in French and English (spoken and written).
• Clear, professional, client-friendly voice and tone.
• Strong interpersonal and communication skills.
• Ability to guide clients toward bookings or training purchases in a natural, supportive way.

Experience & Technical Skills

• Previous experience in customer service, call centers, spa reception, or sales is an asset.
• Comfortable handling both inbound and outbound calls.
• Ability to use booking software, CRM tools, and customer communication systems.
• Strong organizational skills and attention to detail.

Professional Traits

• Warm, confident, and positive phone presence.
• Persuasive yet respectful communication style.
• Reliable, punctual, and able to work independently.
• High level of professionalism and brand representation.

Position Description

- You will have to work Part Time from Monday till Friday from 5pm till 9pm Leb time.

- You will also be expected to complete your tasks (see above) every day, Monday-Friday.

-Your days off will be on Saturday and Sunday.

- This position is remote. So you will have the freedom to work from anywhere.

Compensation: $500 + commissions