Représentant(e) bilingue du service à la clientèle (français/anglais)
$49,920–$52,000 year
HybridVaughan, Ontario, Canada or Woodbridge, Ontario, Canada
Job Summary
Manage inbound customer cases and email communications regarding orders, returns, exchanges, and product inquiries in French and English. Collaborate with store support teams to resolve fulfillment issues and maintain high service standards across all touchpoints. Support departmental KPIs including First Response Time, Average Handling Time, and case resolution quality while documenting interactions in Service Cloud. Apply discounts or goodwill gestures when appropriate and escalate complex issues to relevant teams. Utilize Salesforce, Commerce Cloud, and D365 Knowledge systems to ensure accurate case management and operational consistency. Contribute to a positive team environment while adhering to established service policies and procedures.
Required Qualifications
- 1 – 3 years' retail/customer care experience
- Bilingual (French/English)
- excellent verbal and written communication skills
- Customer-focused individual who works well in a team environment
- Highly organised with the ability to manage multiple priorities and adapt in a fast-paced environment
- Ability to learn new systems and processes quickly
- Strong customer service, problem-solving, and conflict-resolution skills
- Ability to communicate professionally and empathetically with customers
- Strong attention to detail and ability to accurately document customer interactions
- Comfortable collaborating with cross-functional teams and business partners
- Demonstrates professionalism, accountability, and a commitment to delivering excellent customer experiences
Desired Qualifications
- Working knowledge of Salesforce (Service Cloud, Commerce Cloud) and Microsoft D365 Knowledge systems is considered an asset
- College or university education is an asset
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