Customer Care Representative

At Brother, we live and breathe the spirit of “at your side” by offering our people **careers where they can learn, grow and thrive **. And with over 100 years of experience making high-quality printers, labelers, scanners, sewing, embroidery, and quilting machines, we’re a rock-solid company with a reputation for being great people delivering a superior customer experience. This could be your chance to join our winning team We are currently looking for a **Customer Care Representative **who will represents the face of the customer experience. You will persuade and influence a superior customer experience through your elevated capacity to problem solve, empathize, and drive for results primarily via chats. **What you would be doing**: Providing Solutions, the Brother Way - Primarily via our chatting platform (also via phone and other channels), you will be handling concurrent chats by actively listening to customers, demonstrating empathy and ultimately offering the appropriate product & service solutions to meet their needs; through solution-oriented sales, upselling & cross selling opportunities, obtaining enrolments to our loyalty program etc.. - Take ownership to resolve issues from beginning to end and determine the best solution based on the customer issue on the first contact basis. - Leverage your social media expertise (Chat, Facebook, Twitter) to drive customer satisfaction and upsell/cross-sell Brother’s products & services. Keeping Up to Speed - Successfully complete the assigned trainings to increase your knowledge and understanding on all of Brother’s products and services. - Proactively continue to increase your technical expertise and media savviness to drive the customer experience strategy. - Receive systemic coaching sessions from the team lead. - Ensure proper and timely recording of all customer interactions in CRM. - Leverage your continuous improvement mindset to help make improvements. - Follow all company guideline and policies required in the customer service representative role. - Any other work, duties, projects or ad-hoc requests as assigned. **What we are looking for**: - Minimum 3 years of experience preferred in customer care, loyalty, and retention environments. - Typing skills with a minimum speed of 40 words per minute since this is a chat environment - Bilingualism, in both written and spoken English and French - Worked in a chat and social media environment previously **To be set up for success**: - Completion of post-secondary education, ideally college degree or equivalent experience - Strong sense of personal accountability in driving for results - Strong computer skills, with proven technical ability in solving problems with both hardware and software - Experience in cross-selling and up-selling products and services - Creative problem solving, anticipating the unexpected and having solutions readily available **Please note the following regarding the scheduling** Availability to work from Monday to Friday between 8 a.m. to 8 pm. *Possibility of weekend shifts depending on business needs. **What you need to know about Brother**: - Our shared values are Inclusion, Collaboration, Customer Centricity and Social Responsibility. - We’re an open and honest group of people that foster a challenging spirit in all that we do. - "At your side" is more than a slogan; it’s our purpose and we do our best to fulfill it every day. - We’re great people who work hard, play hard and look out for each other because we’re a team — it’s that simple **What Brother has to offer**: - A monthly performance-based bonus incentive - Flexibility to telecommute (work from home + remote training and onboarding) - We are committed to achieving shared success and we provide opportunities for you to develop through experience, exposure and learning via Brother University. - RRSP program - we match up to 4% base salary per year after your first year of enrollment. - Insurance package that cares for you as much as we do. - Wellness subsidy for gym memberships and athletic activities. - Recognition Awards Program: we give and receive kudos through our social recognition program, where you accumulate points towards your preferred gift. - Employee discount on Brother products saves you, your friends and family, money on the things you need. Bring your positive attitude and great personality to Brother today to become our next Customer Care Representative. - At Brother Canada, we strive to provide an environment where everyone feels valued by respecting individual differences and welcoming diverse life and work styles. We are an equal opportunity employer and do not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other protected characteristic. _#atyourside - _ Chez Brother, nous incarnons et respirons l'esprit « à vos côtés » en offrant à nos employés des **carrières où ils peuvent apprendre, grandir