Bilingual Customer Service Representative

**Overview**: Reporting to the Customer Service Supervisor, our Bilingual Customer Service Representatives (CSRs) are the friendly voices and problem-solvers who keep our customers happy You'll handle phone calls, respond to inquiries, process orders, and take care of all things customer service with a smile. At RC Pet Products, we pride ourselves on creating "Wow" moments for our customers, and you'll be a big part of that magic. If you love connecting with people, enjoy working with both B2B and D2C customers, and get energized by teamwork in a fast-growing, dynamic company, we’d love to hear from you This is your chance to join a supportive, fun, and passionate team that’s all about making every customer interaction a memorable one. **Hours** - Monday to Friday from 7:30 am to 4 pm. Hybrid: mandatory 2 days in office per week (note: shifts may change due to business requirements) **MAIN RESPONSIBILITIES** - Order, RMA and Credit Processing: Enter, update, and monitor customer transactions in the ERP or CRM system. - Product Knowledge: Stay informed about the company’s products or services to effectively assist customers. - Sales Support: Assist sales representatives by responding to inquiries, managing customer files, and coordinating follow-ups. - Feedback Collection: Gather and document customer feedback to help improve products, services, and processes. - Documentation: Maintain detailed and accurate records of customer interactions and transactions. - Issue Resolution: Handle customer complaints including shipping discrepancies and provide appropriate solutions and alternatives within a timely manner, following up to ensure resolution. - Team Collaboration: Collaborate with colleagues in other departments, such as sales, logistics, or IT, to address customer needs. Periodically working together with internal teams or 3 parties to resolve complex issues. - Cross training on Account Management: Set up and maintain customer accounts, ensuring accurate and up-to-date information as well as Key Account processing for orders, RMAs, credits and shipping discrepancies. - Upselling and Cross-Selling: Recommend additional products or services to meet customer needs. - Policy Adherence: Follow company guidelines and policies for handling customer interactions and transactions. - Reporting: Prepare regular reports on customer issues, trends, and service metrics for management. - Technical Support: Provide basic troubleshooting assistance for products or services, if applicable. - Customer Engagement: Build strong relationships with customers by providing friendly and consistent support. - Other ad hoc requests as required. **QUALIFICATIONS** - Has a pet and/or is a lover of animals (Note: Office allows team members to bring in their dogs). - Bilingual in English and French (written and spoken) - 1-3 years of experience in a customer support role in Business To Business (B2B) and/or Direct To Consumer (D2C) environments - Excellent communication skills, team-oriented, organized, problem solving skills, confident in fast-paced evolving environment - Positive and proactive with a strong work ethic - Excellent computer skills and software knowledge: MS office including excel, ERP and CRM systems, and the ability to learn new software programs efficiently - Experience dealing with website checkout issues and website troubleshooting - Experience with helpdesk software, such as Zendesk and in social media an asset **Job Types**: Full-time, Permanent Pay: $24.00-$26.00 per hour Expected hours: 40 per week Additional pay: - Overtime pay **Benefits**: - Casual dress - Company events - Dental care - Extended health care - Life insurance - On-site parking - Paid time off - Store discount - Vision care Schedule: - 8 hour shift - Monday to Friday - Overtime **Education**: - Secondary School (preferred) **Experience**: - Call center: 1 year (preferred) - Customer service: 1 year (preferred) **Language**: - French (required) Work Location: Hybrid remote in Vancouver, BC V5X 4V6