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We are a young and rapidly growing company that is recognized as the ultimate destination in results-oriented skin care, niche perfumes, luxury beauty products and treatment services in Montreal and on-line at Etiket.ca. Our philosophy is to source and offer a carefully edited selection of high quality, original and effective beauty products from innovators and specialists around the world. Our goal is to ensure that we offer products and services that will make a difference in the way our customers look and feel.

Our mission is to give every customer a personalized, educational and friendly experience offering result-oriented skincare and treatment services, niche fragrance, and luxury beauty products.

Job Title

Online Customer Care Specialist | Head Office Warehouse Location

At Etiket.ca we are more than just pioneers in on-line beauty, we are a group of individuals with a shared goal of excellence, innovation and integrity underlying all we do. Our goal it to become the ultimate on-line destination in results-oriented skin care, niche perfumes, and luxury beauty products in Canada. Established in March 2012, Etiket.ca offers the online customer unlimited access to the best in medical grade and natural skin care, world-renowned perfumes and luxury beauty products.

Today the term “customer service” has become a synonym for exactly the opposite. We do things the old-fashioned way at Etiket, we talk to our customers, with a person on the end of the phone who understands the products we are selling and cares about helping our customers make informed choices. We aim to exceed customer expectations at every stage of the shopping process through our extensive product knowledge, our attention to detail, and unparalleled customer service. With new products and brands being added continuously, new technologies and platforms being introduced, we are looking for individuals who have the confidence to learn on the job and develop new ideas to keep Etiket.ca at the forefront of the digital domain.

Job Description

We are looking for a candidate that is responsible for ensuring the highest levels of customer service to our customers at all times and via every communication channel. You will work in a fast-paced environment and must be a team player focused on client satisfaction. You will have the opportunity to gain excellent hands-on experience, which will broaden as the team grows. You must be perfectly bilingual (written and spoken). This role requires advanced written communication skills in both English and French as most customer interactions are through email and chat.

The Customer Care Specialist will be responsible for all online customer and retail service inquiries, with a focus on being proactive and engaging. This position, being customer-centric, will be empowered to handle customer issues including online research, orders, and post purchase experience. You will also have a well-rounded understanding of Content Management Systems (CMS) and/or Ecommerce Platforms, inventory management, shipment tracking software, and a general understanding of E-Commerce and retail sales.

Key Responsibilities

We are looking for someone who has fabulous people skills and the ability to deliver an inspirational experience to each and every customer you speak with. Key elements of your role will include:

  • Responsible for managing a wide variety of customer requests and queries by online chat, email, telephone, or our growing social media channels.
  • Relating to and understanding customer questions and queries delivering excellent service and knowledge on product information.
  • Help our customers receive an effortless shopping experience, while providing guidance on finding the right product to suit their beauty needs.
  • Return authorization
  • Proactive outbound calling
  • Customer advocate for online and retail customers
  • Promptly resolve all customer issues including outstanding orders
  • Respond to voice messages within the same business day and to emails within 24 hours
  • Respond to social media customer-related issues when needed
  • Own the customer service process, including being empowered to serve customers immediately, within reason
  • Understand the LightSpeed CMS, specifically about customers, orders, shipment tracking, returns, refunds, and fraud
  • Work with distribution center team to research any issues with inventory, partial returns, new orders, shipping, etc.
  • Investigate fraudulent orders
  • Understand the products and categories; develop expertise on products
  • Maintain a positive outlook when dealing with customers, while being empathetic to their needs
  • Communicate relevant customer feedback to internal parties to ensure continuous improvement in terms of logistics, product quality, site experience, etc.
  • Build strong relationships across our Head Office Team to drive the best results for our Customer Service function.

Experience & Other Requirements

  • Ideally, minimum of 2+ years’ experience in customer service, preferably in an online beauty retail environment
  • Excellent verbal and written communication skills in both French and English
  • Ability to work under pressure in a fast-paced environment and resolve conflicts
  • Confident and articulate
  • Good understanding of beauty and fragrance brands
  • Proficient user of IT systems, both customer service specific and windows packages
  • Ability to exceed customer expectations
  • Excellent listening skills
  • Hardworking and passionate

Qualified applicants should email their covering letter and resume to RH-HR@etiket.ca.  You will be contacted for an interview if we believe you are the right fit. No phone calls please.

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