Bilingual Customer Care Associate

17 hours ago

Toronto, Ontario, Canada Harry Rosen Full time $40,000 - $70,000 per year

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.

Bilingual Customer Care Associate (Remote)

Seasonal, Part-Time

Reporting to Customer Care Leader

Toronto, Ontario

As a leading clothing retailer of finer menswear based in Toronto and operating in major centres across Canada, we are currently seeking a seasonal Bilingual (French/English) Customer Care Associate to join our E-commerce team  We have been in business for over 70 years and take pride in our status as a leader in the retail industry in Canada, and in our dedication to delivering an exceptional product and outstanding customer experience.

The successful candidate will be responsible for the following:

1. 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

2. 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

3. Profit Preservation and Loss Prevention

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

4. 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

5. 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

We thank you for your interest in this opportunity.

Harry Rosen Inc. is committed to ensuring that our environment is barrier-free to all persons, employees, and clients alike, as we believe in equal opportunity and fostering a diverse and inclusive environment. In the spirit of this philosophy, we are committed to providing reasonable accommodations to all applicants with accommodation needs in the interview and assessment process. If you need assistance during the selection process, please contact us at with details.

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