Bilingual Customer Service Associate; Remote - Sporting Goods Job Burlington Ontario Canada,Customer Service/HelpDesk

Position: Bilingual Customer Service Associate (Remote) - Sporting Goods

Description

Key point of contact for all customer service inquiries relating to general customer service and website customer service.

Work with the internal team to develop solutions and provide timely feedback to customers.

Ensure the smooth operations of the website by assisting customers and store staff by rerouting, cancelling, adjusting, editing, refunding, and returning orders, and handling complaints by phone and by email.

Support store staff with the order management system, processes, and procedures.

Answer customer inquiries about product availability.

Analyze current processes and procedures and identify ways to improve.

Assist in training and development of new members of the Customer Service team.

Attend meetings with the Digital & E-Commerce Manager to discuss initiatives and activities.

Assist with the monitoring of phone coverage.

Must be able to perform all duties related to customer service in English and French.

Participate in the buying process to understand vendor marketing direction, new product launches, and key messages.

Re-direct sponsorship requests to local stores.

Support the Chief Marketing Officer and Marketing department with translation requests

Requirements

2 years of customer service experience, ideally working with a Customer Service ticketing system to track customer inquiries for follow-up and completion

Fluency in both written and verbal French and English

Post-secondary degree, diploma or certificate in a related field, or equivalent experience

Proficiency in all Microsoft Office programs for effective communication and organization

Excellent written and oral communication skills with flawless grammar and spelling

A team mindset with the ability to work in collaboration with marketing and internal cross-functional team members, store-level staff, and store owners

Ability to multi-task and prioritize with minimal supervision in a fast-paced team environment

Strong interpersonal skills and ability to communicate confidently and respectfully, even when faced with conflict

Analytical problem solver

Strong project management and organizational skills

Passion and knowledge regarding E-Commerce and Sporting Goods is an asset

This is an ideal position for a candidate who thrives in a fast-paced environment where every day is different. You enjoy assisting people and like connecting with both customers and store staff who are fulfilling e-commerce orders. You are a communications specialist and will be accountable for timely communications and conflict resolution. You are comfortable working in a digital environment, communicating with customers and stores by e-mail and by phone.


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