Bilingual Associate

Description:

• Be the first level support for the call center of escalated customer inquiries (telephone, chat, email, ticket, social media, refund, gift card, BRS and VIP escalations) in a timely and courteous fashion; investigate issues and complete follow up with the customer. Resolve customer concerns in accordance with established policies and procedures. Capture all contacts through the Help Desk and complete necessary recommendations through root cause analysis with the goal of improving the customer experience at all levels of the business.
• Provide coaching, training, policy and procedural recommendations through root cause reporting and analysis for call center and store associates to improve future customer experiences.
• Liaise with store managers and district staff as required to resolve customer inquiries and concerns; as well as other corporate departments such as eCommerce, IT, Fulfillment and Marketing.
• Ensuring full understanding and of all established and new departmental guidelines, policies and procedures in addition to ensuring compliance with all.
• Support as needed the Customer Care call center phone queues in high peak periods.
• Responsible for supporting management team with any ad hoc requirements.
• Be Customer Service focused and be able to understand all dynamic promotions, programs and evolving processes/programs at the store to ensure understanding of our store/customer environment and respond with accurate responses and resolutions.

Skills we're looking for.

• Fluent in English and French

• Able to work flexible hours-day, evenings and weekends as exist in call center is a requirement
• Minimum of at least 1 years’ experience in a customer service environment.
• Ability to work from home offering a strong internet signal, and uninterrupted, secure workspace.
• Able to work independently with minimal supervision.
• Exceptional written and verbal communication skills are essential.
• Strong interpersonal, organizational and time management skills are necessary.
• Strong customer relations skills, professional and courteous telephone manner with ability to deescalate
• Handle challenging customer contacts.
• Strengths in multi-task, leadership, interpersonal and time management skills.
• Exceptional written and verbal communication skills are essential.
• Strength in Microsoft Office products.
• Easily grasps new computer programs and processes.
• Formal customer service training is an asset.