Digital Customer Service Representative

**Job Description - Digital Customer Service Representative** **- Birkenstock Canada**

At Birkenstock, our business is a reflection of our passion and commitment for our products, an appreciation of their heritage and a genuine belief in their benefits. Through quality products that are comfortable, unique and timeless, we deliver “Happiness & Satisfaction” while being respectful of the world around us.

In order to deliver on our mission, we need high quality people. We are looking for talented people who share our values of accountability, responsiveness, excellence, teamwork, respect, integrity and a positive attitude.

**Job Title**: Digital Customer Service Representative

**Reports to**: Cheryl Bailey, Team Lead Digital Customer Service

**Overview**:
The customer service representative contributes to department Service Level Agreement (SLA) goals and meets individual SLA goals. Uses and is proficient in all tools, documentation and systems available to make the customer experience optimal. Leverages product and company policy knowledge as well as establishing relationships with our customers by performing the following responsibilities:
**CAN Responsibilities**:

- Provides outstanding service and a seamless and friendly experience to customers covering topics such as order placement, product inquiries, inventory availability, returns and exchanges, payment options and shipping policies
- Provides product education to customers and offers alternative product choices and options when needed
- Liaises with ecommerce fulfillment center to manage order exceptions
- Works closely with Manager or Lead and escalates any customer issues or operational exceptions

**Position Requirements/Qualifications**:

- Some college or technical school or related call center experience.
- Fluent in both French and English a must.
- Experience in a high volume multi
- channel call center a plus.
- Able to work a flexible schedule including holidays, overtime and Saturdays, when needed.
- Strong phone and customer service skills.
- Comfortable in working in multiple systems (order management system, communication software, website, carrier tracking etc.)
- Basic knowledge of MS Excel, Word and Outlook.
- Ability to use effective questioning techniques to get to the root cause/question as quickly as possible in order to understand and resolve issues.
- Must have excellent interpersonal communications skills and ability to work effectively with all personnel in the office as well as various customer personality types to meet their needs.
- Proven ability to multi-task as well as plan and prioritize workloads, both independently and in a team environment, with mínimal supervision.
- Friendly, courteous, service-oriented, professional, outgoing
- Remain calm and professional with the ability to deescalate in stressful situations
- Detail oriented while looking for practical solutions and consistently maintaining a positive attitude.
- Team player with a “can do” attitude that can work in a fast-paced environment.
- Ability to expertly and assertively market and sell company’s brand and products.
- Ability to make practical and sound decisions independently and contribute recommendations for resolution of issues to management.
- Fashion/Footwear Industry Experience an asset

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**Description de l’Emploi - Représentant du Service à la Clientèle Numérique - Birkenstock Canada**

Chez Birkenstock, notre entreprise est le reflet de notre passion et de notre engagement pour nos produits, une appréciation de leur héritage et une véritable croyance en leurs avantages. À travers des produits de qualité, confortables, uniques et intemporels, nous livrons « Le Bonheur et la Satisfaction » tout en étant respectueux du monde qui nous entoure.

Afin de mener à bien notre mission, nous avons besoin de personnes de hauts qualités. Nous recherchons des personnes talentueuses qui partagent nos valeurs de responsabilité, de réactivité, d'excellence, de travail d'équipe, de respect, d'intégrité et d'attitude positive.

**Titre d’emploi**: Représentant du Service à la Clientèle Numérique

**Sous la responsabilité de** : Cheryl Bailey, Team Lead Digital Customer Service

**Aperçu**:
Ce poste est principalement responsable du traitement d'un volume élevé de contacts d'appels entrants, de courriels et de clavardage en direct pour un centre de contact de commerce électronique. S'assurer que nos clients reçoivent le service à la clientèle le plus efficace et le meilleur de sa catégorie en utilisant d'excellentes compétences en communication et des techniques téléphoniques. Contribue aux objectifs de l'accord de niveau de service (SLA) du département et atteint les objectifs individuels de SLA, pour les besoins spécifiques du téléphone et de courriels. Utilise et maîtrise tous les outils, la documentation et les systèmes disponibles pour optimiser l'e