Multilingual Customer Care Specialist

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.
  • Display compassion and understanding when dealing with pet-related issues, such as loss, injury, or illness.
  • Recognize and reward store associates for their outstanding performance and contributions.
  • Participate in team-building activities and ongoing learning initiatives to enhance knowledge and skills.
  • Collaborate with other departments to resolve complex issues and improve customer experience.
  • Participate in regular performance reviews and goal-setting discussions with the manager.

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.

Preferred Skills

  • Team player with excellent communication and interpersonal skills.
  • Flexible and adaptable, with the ability to work rotating shifts, including evenings, weekends, and statutory holidays.
  • Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
  • Attention to detail and a sense of urgency, with the ability to multitask and handle multiple priorities.

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