Bilingual Customer Care Associate

Bilingual Customer Care Associate (Seasonal) page is loaded## Bilingual Customer Care Associate (Seasonal)locations: Torontotime type: Part timeposted on: Posted Yesterdayjob requisition id: R5596It's fun to work in a company where people truly BELIEVE in what they're doing*We're committed to bringing passion and customer focus to the business.***Bilingual Customer Care Associate (Remote)****Seasonal, Part-Time***Reporting to**Customer Care Leader**Toronto, Ontario*As a leading clothing retailer of finer menswear based in Toronto and operating in major centres across Canada, we are currently seeking a seasonal *Bilingual (French/English) Customer Care Associate* to join our E-commerce team We have been in business for over 70 years and take pride in our status as a leader in the retail industry in Canada, and in our dedication to delivering an exceptional product and outstanding customer experience.**The successful candidate will be responsible for the following:**1. Client Inquiry ResolutionResolve client requests and inquiries within established department SLAs, while reaching productivity goalsProcess returns, price adjustments, and other transactions modification for E-Comm and OMNI ordersAssist leadership in ensuring proper coverage is available at all timesProvide support to B&O leadership with special requests and projects as required 2. Quality Guidelines AdherenceEnsure all communications reflect and reinforce Brand StandardsPrioritize the client's experience when preparing/providing solutionsPartner with other departments/teams to ensure best solutions are providedMaintain awareness of company initiatives and ensure results delivered mirror those objectivesMaintain a high Customer Satisfaction Score and ensure timely follow-up is conducted on surveys 3. Profit Preservation and Loss PreventionReport any suspicious behaviours observed in your interactions with clients and action as appropriateResolve any issues to the best of your ability while minimizing monetary and physical asset lossAssist in client engagement/retention initiatives, ensuring quality and productivity objectives are met 4. Reports and RecordsLog all client inquiries in Zendesk, and report all system issues and bugsComplete daily checks including back-up tasks for absent peersComplete weekly reporting when necessary, using established templatesParticipate and contribute to weekly team meetingsProvide assistance with client file maintenanceMaintain and regularly fill out gift card, return, claim, fulfillment error, and other logsEnsure tracking for projects such as balance, sourcing, and etc. are kept up-to-dateObserve any trends or patterns and share with Customer Care leadership 5. OMNI Channel OperationsAct as an intermediary between departments and ensure delivery on promisesPartner with fulfillment centres to ensure orders are shipped in a timely fashionSource requested items or alternatives to satisfy client orders/requestsCollaborate with carriers to resolve any shipping issues (claims submitted and completed)Collaborate with stores to ensure client services are carried out and communicated in timely mannerDemonstrate initiative by identifying and highlighting efficiencies to existing processesWe thank you for your interest in this opportunity.*Harry Rosen Inc. is committed to ensuring that our environment is barrier-free to all persons, employees, and clients alike, as we believe in equal opportunity and fostering a diverse and inclusive environment. In the spirit of this philosophy, we are committed to providing reasonable accommodations to all applicants with accommodation needs in the interview and assessment process. If you need assistance during the selection process, please contact us at careers@harryrosen.com with details.*
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