Bilingual Customer Service Representative

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 are continuously working 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.

Reporting to the Customer Service Call Centre Manager, the Bilingual Customer Care Representative will provide exceptional customer service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services.

**Your Responsibilities**
- Provide exceptional Customer Service as per the Sporting Life Group Mission Statement.
- 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 certain help desk Key Performance Indicators (KPI’s) 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 from the Call Centre Manager.
- Maintain a positive attitude when interacting with all customers, co-workers, and vendors.
- Perform other related assignments and duties as required.

**What You Offer**
- 1 - 3 years’ retail and/or call centre experience.
- This position requires availability between the hours of 7 a.m. to 8 p.m., and during the weekends.
- Excellent written and verbal communication skills along with active listening in both French and English.
- Customer service driven individual who works well in a team environment.
- Highly organized and able to manage multiple cases using different modes of communication.
- Tech savvy - ability to adapt to changing systems for a call center environment.
- Intermediate skills in utilizing Microsoft Office suites.
- Ability to multi-task, set priorities and manage time effectively.
- Ability to understand the urgency behind customer concerns.
- Able to listen empathetically to identify needs of customers and de-escalate situations.
- Familiar with the concept of a customer service help desk and responding to customers using both voice calls and electronic communication.
- Ability to think in a disciplined and logical manner.
- Possess strong analytical ability along with creative problem-solving skills.
- Able to work in and adapt to rapidly changing retail and call centre environment.
- Strong understanding of negotiation skills when dealing with cancelled or delayed orders.

**Who You Are**
- You live for the great Canadian Outdoors
- You live for Skiing, Snowboarding, Cycling, Running and Tennis
- The mix of fashion and sport is what makes us unique
- You believe in the spirit of team, joining leaders, being part of constant innovation and working alongside the best staff and vendors in the business

**What We Provide**
- Access to the best brands and vendors including training and learning opportunities
- Competitive compensation
- Amazing product discounts
- Professional growth and development

Sporting Life is #unlikeanystoreintheworld
- 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._