Bilingual Customer Service Representative

2 days ago

Woodbridge, Canada Sporting Life Inc Full time

Sporting Life is a leading, iconic Canadian sports lifestyle retailer. Since 1979, we've been committed to providing our customers and their families with the best possible experience—and we continuously work to improve it every day. We offer the best in outdoor apparel and fashion, footwear, equipment and accessories for men, women and kids. The mix of sport and fashion is what makes us unique.
YOU live for the great Canadian outdoors and take pride in living the Sporting Life. You relish in the exhilarating experience of skiing, snowboarding, cycling, running, tennis, hiking and camping and want to inspire our customers to do the same. You believe in the spirit of team, adapting to the ever-changing retail environment, being part of constant innovation and working alongside the best leaders, associates and vendors in the business. We are looking for those who live what we sell every day and who celebrate the love of sport and an active way of living.

**What you will do;**
- Manage large amounts of inbound calls and cases in a timely manner
- Keep records of all conversations in the appropriate database or documents (as provided)
- Responsible for achieving specific help desk Key Performance Indicators (KPIs), which measure agent productivity
- Resolve issues that may cause delays in customer orders, such as incorrect address
- Follow-up with third-party logistics providers (FedEx & Fleet Optics) with respect to delays in order deliveries and any other delivery issues with orders
- Communicate with internal teams as needed (i.e. Merchandising, Shipping and Accounting)
- Review and update specific Logs and Reports as directed by the Call Centre Manager
- Maintain a positive attitude when interacting with all customers, co-workers, and vendors

**What you will bring;**
- Experience within retail and/or call center experience, understanding the urgency behind customer concerns
- Excellent written and verbal communication skills and active listening in both French and English, listening empathetically to identify customers' needs and de-escalating situations
- Customer service-driven individual who works well in a team environment
- Strong technology skills with the ability to adapt to changing systems for a call center environment while being highly organized and able to manage cases at a volume
- Intermediate skills in utilizing Microsoft Office suites
- Familiar with a customer service help desk and responding to customers using voice calls and electronic communication

**Shifts;**
- This position requires availability between the hours of 7 a.m. to 8 p.m. and during the weekends

**Sporting Life is #unlikeanystoreintheworld**

SL123

Sporting Life Inc. is an equal-opportunity employer and committed to providing accommodations for persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, please advise the Sporting Life Human Resources team of any accommodations required to ensure fair and equitable access through the recruitment and selection process.

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