Bilingual E-commerce Customer Service Representative

**Job Description Summary**:
Bilingual E-commerce Customer Service Representative is responsible for supporting E-commerce Specialist in maintaining consistent and professional contact with agents and service providers, maintaining accurate and progressive updates with customers and protecting the organization's reputation by providing the service we promise.

**Essential Duties and Responsibilities (Job Key Contributions/Task)**
- Manage large amounts of incoming phone calls
- Respond to customer inquiries regarding online merchandise.
- Document customer problems and inputs.
- Ensure prompt and proper resolution of customer queries.
- Escalate/engage other departments in the organization to provide a solution according to the procedures.
- Receive, review, ensure accuracy and execute orders.
- SupportE-commerce Specialist in maintaining consistent and professional contact with agents and service providers.
- Assist E-commerce Specialist in maintaining accurate and progressive updates with customers.
- Assist E-commerce Specialist in constantly updating dispatch boards.
- Protect organization's reputation by providing the service we promise.
- Able to solve problems or to make recommendations on how to proceed when deviations to standard procedures arise.
- Responsible for all reporting requirements as the position dictates.
- Update job knowledge by participating in educational opportunities.

**Job Key Competencies/ Skills**
- Communication skills like a pleasant demeanor and ability to work with multiple personalities
- Attention to detail to be able to provide written communication to customers that free of spelling or grammatical errors
- Patience to be able to stay calm in an intense environment
- Ability to multitask since some tasks will require a Customer Service Representative to communicate with multiple customers at one time
- Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner
- Adaptability and flexibility in order to deal with different customers and needs in a short period of time
- Excellent customer service skills
- Proactive approach to solving problems
- Team player with ability to work with cross-functional teams
- Ability to work under time pressures
- Must possess integrity, intelligence and energy
- Accustomed to working in a fast-paced, dynamic environment

**Qualifications and experience**:

- Business Diploma or equivalent work experience in Logistics’ field is preferred
- Deliver superior customer service
- Excellent written and verbal communication skills; and analytical and problem-solving skills
- Demonstrated organizational, planning and decision-making skills,
- Capable of managing a large number of tasks and resources on multiple projects with tight deadlines
- Must be detail-oriented, responsible, punctual and able to work with mínimal supervision
- Ability to expand job responsibilities, suggests improvements, and collaborates with others to generate ideas and improve processes.
- Self-motivated with excellent work ethic.
- Proficient in Microsoft Word, Excel, and Outlook

English and French are the principal languages for this position. This position also requires you to have good written and verbal communication skills and the ability to communicate effectively in a diverse multicultural environment

This job description is not to be construed as a complete listing of the duties and responsibilities that may be given to any employee. The duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.
- Apple Express offers a culture that fosters inclusion and respect. We are committed to providing accessible employment practices, in compliance with the AODA. Requests for accommodation can be made at any stage of the recruitment process, applicants are asked to make their needs/requirements known._

**Job Type**: Fixed term contract

Application question(s):

- Are you legally authorized to work in Canada?

Work Location: In person