Bilingual Customer Service Representative

2 days ago

Woodbridge, Canada Golf Town Operating Limited Partnership Full time

**Job Title**:
**Customer Service Representative
- Bilingual FR/EN**

**Reports To: Customer Service Manager**

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.

**Description of Job Responsibilities**:

- Provide exceptional Customer Service as per the Sporting Life Group Mission Statement.
- 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.

**Essential Requirements and Qualifications**:

- 1 - 3 years’ retail and/or call center experience.
- This position requires availability between the hours of 7 a.m. to 8 p.m. EST 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 center environment.
- Strong understanding of negotiation skills when dealing with cancelled or delayed orders.
- Working knowledge of golf products, equipment, and brands strongly desired.

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