Bilingual Customer Experience Associate

At Sleep Country Canada/Dormez-vous? (SCC/DV), we are inspired every day through our purpose to transform lives by awakening Canadians to the power of sleep and our vision to champion sleep as the key to healthier and happier lives, helping everyone achieve better tomorrows through better tonight's.

Guided by our values – We CARE About People; We WIN Together; We DREAM Big and We DELIVER with Excellence – we are building on our 30-year foundation of taking care of each other and our customers' sleep needs, with passion and commitment to be the best that we can be. We invest in our sleep ecosystem, innovative products, world-class customer experience, our communities and diverse best-in-class team to be Canada's leading sleep partner.

We're looking for someone to join our exceptional team as we continue to advance the future of sleep wellness.

We're looking for a Customer Service Representative Online Sales Support to join our growing company and play a key role in our customer experience by ensuring each purchase ends in a smile

This permanent full-time position (40 hours/week) will provide support to customer service and online sales.

Availability required : 5 days x 8 hours - Monday to Friday between 9 a.m. and 9 p.m., Saturday and Sunday between 9 a.m. and 8 p.m. - rotating shifts

As an associate supporting Customer Service and Online Sales you will:

• Respond to incoming calls, emails and chat requests;
• Respond to various customer inquiries including warranty claims, online order requests and any other related issues;
• Meet and exceed call center goals for customer service standards, sales goals, call duration and other objectives;
• Support the online sales team during peak periods such as Boxing Day, Mad Friday, Cyber Monday, etc;
• Support customers throughout their shopping experience;
• Provide a complete sleep system by understanding customer needs, products such as mattresses, accessories, adjustable bases, etc. and closing the online sale with them.

The Qualifications and Experience we like to see:

• A minimum of 2 years' experience in a sales and/or call center customer service environment
• Any post-secondary education is considered an asset
• Excellent communication skills in English and French, both written and verbal, is required
• Avid multitasker
• Ability to work in a fast paced environment and deal with a high volume of customer requests
• Problem management skills
• Computer skills and familiarity with programs such as Microsoft Teams, Outlook, PowerPoint, Zoom
• Ability to problem solve effectively within company policies and guidelines
• Tact and diplomacy at all times with internal as well as external customers
• Work in a home environment

The knowledge of English is required for this specific position as the incumbent will interact on a consistent and regular basis with English-speaking stakeholders located outside of Quebec.

Why our CSR love working at Sleep Country Canada/Dormez-vous?:

• This is not a job but a CAREER with opportunities for growth and advancement
• Diverse and inclusive work environment
• We will invest in you and provide extensive training, mentoring and continuous development
• Access to training and development platforms
• Full medical, dental benefits and a Deferred Profit Sharing Program
• Annual Wellness Credit of up to $250.00 for any products/services that improve your health and well-being, i.e., health assessments, nutrition counselling, hiking shoes, a yoga outfit or fitness equipment
• Associate Discount Program where you will be able to enjoy some of the world's best sleep products
• Maternity/Parental leave top up benefits
• Tuition Reimbursement Program that covers professional AND personal development
• Long service awards, celebrations and other social events
• Associate Referral Program
• Paid day off to volunteer at your local charity of choice
• Recognized as one of Canada's Most Admired Corporate Cultures in 2023 by Waterstone Human Capital

Additional Information

Commitment to Equity, Diversity, Inclusion & Belonging (EDI&B)

At SCC/DV, we are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability.