Bilingual Customer Service Representative

2 months ago

Markham, Ontario, Canada PET VALU Full time

About the Role

The Bilingual Customer Care Representative will play a vital role in supporting Pet Valu's customers, store associates, and internal partners by providing exceptional service and resolving inquiries, compliments, and complaints in a timely and professional manner.

Key Responsibilities

  • Maintain a safe and respectful work environment, adhering to company policies and procedures.
  • Ensure confidentiality and protect sensitive information at all times.
  • Represent the Pet Valu brand with integrity and professionalism, upholding the company's values and standards.
  • Escalate any issues that may hinder exceptional service, ensuring prompt resolution and customer satisfaction.
  • Meet or exceed service level agreements, maintaining high standards of customer satisfaction.
  • Communicate effectively with empathy and understanding, addressing customer concerns and providing solutions.
  • Handle customer complaints and concerns in a professional and respectful manner, ensuring a positive experience.
  • Participate in team building exercises and contribute to a positive and inclusive work environment.
  • Stay up-to-date with ongoing learning modules and knowledge base, ensuring expertise in company policies, procedures, and tools.
  • Collaborate with other departments to resolve complex issues and provide seamless customer service.
  • Participate in regular performance reviews and goal setting with the manager, ensuring alignment with company objectives.

Requirements and Qualifications

  • Bilingual in French and English, with excellent communication and interpersonal skills.
  • High school graduate; university or college degree an asset.
  • 1-3 years of customer support experience, with a strong background in retail and e-commerce.
  • Strong organizational skills, with the ability to multitask and prioritize multiple priorities.
  • Attention to detail and a sense of urgency, with the ability to work in a fast-paced environment.

Preferred Skills

  • Team player with excellent communication and interpersonal skills.
  • Flexible and adaptable, with the ability to work rotational evenings, weekends, and statutory holidays.
  • Strong problem-solving skills, with the ability to think critically and resolve complex issues.

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