Seasonal Virtual Tea Guide - Head Office (Montreal, QC)

September 24 2022
Industries Retail
Categories Customer service, Customer Service, Call Centres, Customer Service, Call Centres, Customer Service, Call Centres, Food, Beverage, Retail, Retail, Retail, Retail, Sales, Business Development, Telesales, Telemarketing, Telesales, Telemarketing, Internal Sales
Montreal, QC

Love your job!

Do you have previous experience in customer service in a call centre or retail? Do you enjoy helping your customers and finding solutions? Are you looking for a new exciting opportunity to grow professionally?

DAVIDsTEA is a leading tea retailer and growing wholesaler of specialty loose leaf tea, offering a selection of signature blends, single-origin teas, and tea-related gifts and accessories through our e-commerce platform and 18 Canadian retail stores. Based in Montreal, we focus on innovative flavours, wellness-driven ingredients, and organic tea. We’re making tea fashionable and fun, and we pride ourselves on offering both the best possible customer experience and service to our customers and a positive work environment for our employees!

Why Do People Love Working With Us?

Our people and culture are everything to us! Our position offers a comfortable work life balance, remote work opportunities, competitive wages, and monthly tea freebies! When you work with DAVIDsTEA, you are not only coming to work, you are also joining our passionate tea family.

About the Role

We are looking  to hire full time and part time bilingual Seasonal Virtual Tea Guides to join our dynamic virtual Customer Service TEA-m!

Working in a team you will be the initial contact for all customer inquiries, compliments and complaints. You will be assisting our customers through various means of communication such as phones, live chat and email.

You will answer questions about tea, accessories, online orders, shipping inquiries and/or our customer rewards program. If you enjoy working in a fast evolving and growing environment this may be the perfect position for you!

Sounds like you? Keep reading…


  • Be the first line of contact and trusted consultant to our customers providing information and solutions via phone, live chat and email
  • Respond efficiently and accurately to customers, offering solutions and ensuring the customer feels supported and valued
  • Descalate and ability to ask discovery questions, and diffuse tense situations
  • With a "First Call Resolution" mindset & approach, engage in active listening with callers, confirming or clarifying information and diffusing angry customers as needed
  • Utilize software, database, scripts and tools appropriately
  • Understanding and striving to meet or exceed call centre metrics which providing consistent excellent customer service
  • Make recommendations on tea & merchandise that may better suit or satisfy the customers needs
  • Take part in ongoing training and learning opportunities to expand knowledge of the company, innovation and products
  • Use critical thinking to remain solution-focused while recognizing the big picture
  • Escalate complex issues to shift leads and manager
  • Finding innovative ways to address "special" requests
  • Keep up to date and well versed on current collections, product and PK of all teas
  • Be solutions oriented and identify opportunities to help our customers and grow our business

So, are YOU our next full time or part time Seasonal Virtual Tea Guide?


  • 1-2 years of relevant customer service experience
  • Call centre experience preferred
  • A passion for providing exceptional customer service
  • Be customer focused, detail oriented, efficient
  • Excellent verbal and written communication skills
  • Technology & Computer savvy with a strong knowledge of MS Office & various applications and platforms (phone, live chat and email)
  • Experience working with Salesforce an asset
  • Personal flexibility to work a variety of shifts, Monday to Saturday, between 9am and 6pm
  • Bilingual French and English preferred

Sound good? Then join us in our mission of making the world smile— one cup at a time.      

Apply now! network