Bilingual Customer Service Representative

1 month 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 support via multiple communication channels.

Key Responsibilities

  • Maintain a safe and respectful environment, ensuring confidentiality and protecting the brand at all times.
  • Escalate roadblocks to exceed exceptional service, ensuring service levels and metrics are achieved or exceeded.
  • Communicate with empathy, handling concerns from multiple sources to ensure customer satisfaction.
  • Display sympathy for pet loss, injury, or illness, and share ACE accolades.
  • Participate in team building exercises, stay up-to-date with ongoing learning modules, and assist in maintaining knowledge base.
  • Achieve company SLAs, learn and use Pet Valu's ticketing system, and follow standardized responses.
  • Collaborate with other departments to solve complex issues and participate in 1:1 sessions with the manager.

Requirements and Qualifications

  • Bilingual in French/English required.
  • High School Graduate; University or College Degree an asset.
  • 1-3 years' customer support experience, with ecommerce experience an asset.
  • Retail experience.

Preferred Skills

  • A team player with a friendly and professional attitude, able to develop rapport quickly with customers and internal partners.
  • Good organizational skills, with the ability to multi-task multiple priorities.
  • Attention to detail and a sense of urgency, with flexibility to work rotational evenings, weekends, and Stat holidays.

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