Customer Care Associate

It's fun to work in a company where people truly BELIEVE in what they're doing
- We're committed to bringing passion and customer focus to the business._
- OWN YOUR STYLE AND YOUR FUTURE_

Harry Rosen has been officially recognized as one of Canada’s Best Managed Companies and among the top 10 Corporate Cultures in Canada. We have been specializing in luxury menswear for over 65 years. As part of our team, you are encouraged to develop your expertise and skills to support your careers goals - whatever those may be.

Customer Care Associate

Full-Time CONTRACT (2-Months)

Harry Rosen Inc.

Remote Work

Client Inquiry Resolution

Resolve client requests and inquiries within established department SLAs, while reaching productivity goals

Process returns, price adjustments, and other transactions modification for E-Comm and OMNI orders

Assist leadership in ensuring proper coverage is available at all times

Provide support to B&O leadership with special requests and projects as required

Quality Guidelines Adherence

Ensure all communications reflect and reinforce Brand Standards

Prioritize the client's experience when preparing/providing solutions

Partner with other departments/teams to ensure best solutions are provided

Maintain awareness of company initiatives and ensure results delivered mirror those objectives

Maintain a high Customer Satisfaction Score and ensure timely follow-up is conducted on surveys

Profit Preservation and Loss Prevention

Assist with reviewing orders within CyberSource and overall queue management in line with guidelines

Report any suspicious behaviours observed in your interactions with clients and action as appropriate

Resolve any issues to the best of your ability while minimizing monetary and physical asset loss

Assist in client engagement/retention initiatives, ensuring quality and productivity objectives are met

Reports and Records

Log all client inquiries in Zendesk, and report all system issues and bugs

Complete daily checks including back-up tasks for absent peers

Complete weekly reporting when necessary, using established templates

Participate and contribute to weekly team meetings

Provide assistance with client file maintenance

Maintain and regularly fill out gift card, return, claim, fulfillment error, and other logs

Ensure tracking for projects such as balance, sourcing, and etc. are kept up-to-date

Observe any trends or patterns and share with Customer Care leadership

OMNI Channel Operations

Act as an intermediary between departments and ensure delivery on promises

Partner with fulfillment centres to ensure orders are shipped in a timely fashion

Source requested items or alternatives to satisfy client orders/requests

Collaborate with carriers to resolve any shipping issues (claims submitted and completed)

Collaborate with stores to ensure client services are carried out and communicated in timely manner

Demonstrate initiative by identifying and highlighting efficiencies to existing processes

Our Commitment

Harry Rosen’s professional work environment is designed to support and invest in the success of our associates, as many become the creative leaders of tomorrow.

It's in our DNA to recognize, promote, and reward exceptional work ethic and talent.

A World-Class Workplace
- A culture that is both rich and diverse, focused on onboarding great talent
- A collaborative environment built on a foundation of Teamwork.
- A modern, digitally advanced workplace.
- A coach committed to supporting the achievement of your personal career goals.

Benefits & Rewards Programs
- A competitive compensation program
- A culture that promotes a healthy, fulfilling work/life balance while offering long-term career opportunities

We thank you for your interest in this opportunity.
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us_