Bilingual Customer Care Representative

Job Responsibility: Location: Markham, Ontario : Job Summary Reporting to the Manager of Customer Care, the Customer Care Representative will support Pet Valu's Devoted Pet Lovers (customers), ACEs (store associates) and internal partners by receiving and responding to inquiries, compliments, and complaints via multiple communication channels such as but not limited to phone calls, emails, and social media. The Customer Care Representative will have excellent communications skills and be able to provide feedback to leadership on improvements to customer service processes, policies, and standards to maintain loyalty and exceed customer expectations at every turn. Responsibilities:

• Work from home.
• Bilingualism in French/English is required.
• Receives and responds to inquiries regarding company loyalty programs.
• Receives and responds to inquiries relating to our E-commerce platform and in-store experiences including:
• Assistance navigating websites.
• Assistance with order creation, shipment, and payment processes
• Log all calls and emails into ticketing system for proper attention, follow-up, and reporting.
• Ensures standardized response processes put in place for customer service are followed. Updates these processes as required.
• Maintains high service levels by ensuring key performance goals and metrics are met, or exceeded
• Loyalty related accountabilities:
• Processing and managing workflow volume for incoming requests, paper applications processing, adjustment request forms
• Connecting with Loyalty Marketing to resolve customer, program level or system related problems for Loyalty issues
• New member weekly card fulfillment process

Experience & Education

• Bilingualism in French/English is required.
• High School Graduate; University or College Degree is a plus
• 1-3 years' customer support experience
• Retail experience

Additional Skills:

• Exceptional interpersonal skills highlighted by excellent verbal and written communication skills.

• Strong listening skills are required to assess a situation for an appropriate response, along with the ability to deal with sensitive information and situations.
• A Team player, as this position will require working with other departments, along with customers, store staff and Franchisees
• Must possess a friendly and professional attitude with the ability to develop rapport quickly with customers and internal partners
• Good organizational skills, along with the ability to multi-task multiple priorities
• Attention to detail, and a sense of urgency are required as all customer service inquiries require immediate action
• French speaking an asset.
• Must be flexible to work rotational evenings, weekends, and Stat holidays.

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