Bilingual Customer Service Representative

1 month ago

Vancouver, Canada RC Pet Products Full time

**Overview**:
Reporting to the Customer Service Supervisor, our Bilingual Customer Service Representatives (CSRs) are the friendly voices and problem-solvers who keep our customers happy You'll handle phone calls, respond to inquiries, process orders, and take care of all things customer service with a smile. At RC Pet Products, we pride ourselves on creating "Wow" moments for our customers, and you'll be a big part of that magic.

If you love connecting with people, enjoy working with both B2B and D2C customers, and get energized by teamwork in a fast-growing, dynamic company, we’d love to hear from you This is your chance to join a supportive, fun, and passionate team that’s all about making every customer interaction a memorable one.

**Hours**
- Monday to Friday from 7:30 am to 4 pm. Hybrid: mandatory 2 days in office per week (note: shifts may change due to business requirements)

**MAIN RESPONSIBILITIES**
- Order, RMA and Credit Processing: Enter, update, and monitor customer transactions in the ERP or CRM system.
- Product Knowledge: Stay informed about the company’s products or services to effectively assist customers.
- Sales Support: Assist sales representatives by responding to inquiries, managing customer files, and coordinating follow-ups.
- Feedback Collection: Gather and document customer feedback to help improve products, services, and processes.
- Documentation: Maintain detailed and accurate records of customer interactions and transactions.
- Issue Resolution: Handle customer complaints including shipping discrepancies and provide appropriate solutions and alternatives within a timely manner, following up to ensure resolution.
- Team Collaboration: Collaborate with colleagues in other departments, such as sales, logistics, or IT, to address customer needs. Periodically working together with internal teams or 3 parties to resolve complex issues.
- Cross training on Account Management: Set up and maintain customer accounts, ensuring accurate and up-to-date information as well as Key Account processing for orders, RMAs, credits and shipping discrepancies.
- Upselling and Cross-Selling: Recommend additional products or services to meet customer needs.
- Policy Adherence: Follow company guidelines and policies for handling customer interactions and transactions.
- Reporting: Prepare regular reports on customer issues, trends, and service metrics for management.
- Technical Support: Provide basic troubleshooting assistance for products or services, if applicable.
- Customer Engagement: Build strong relationships with customers by providing friendly and consistent support.
- Other ad hoc requests as required.

**QUALIFICATIONS**
- Has a pet and/or is a lover of animals (Note: Office allows team members to bring in their dogs).
- Bilingual in English and French (written and spoken)
- 1-3 years of experience in a customer support role in Business To Business (B2B) and/or Direct To Consumer (D2C) environments
- Excellent communication skills, team-oriented, organized, problem solving skills, confident in fast-paced evolving environment
- Positive and proactive with a strong work ethic
- Excellent computer skills and software knowledge: MS office including excel, ERP and CRM systems, and the ability to learn new software programs efficiently
- Experience dealing with website checkout issues and website troubleshooting
- Experience with helpdesk software, such as Zendesk and in social media an asset

**Job Types**: Full-time, Permanent

Pay: $24.00-$26.00 per hour

Expected hours: 40 per week

Additional pay:

- Overtime pay

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime

**Education**:

- Secondary School (preferred)

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- French (required)

Work Location: Hybrid remote in Vancouver, BC V5X 4V6

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